THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 214: Mapping Customer Emotion, Are You a Servant Leader? and Fear and Loathing on the CX Trail

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX Mangement, CX Strategy, EMPATHY, journey mapping, QUICKBITE

Mapping Emotion in the Customer Journey (2-3min) As a follow up to Alex’s recent article on Customer Journey Mapping, this week she takes a deep dive into mapping customer emotion …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 210: CX Leadership, CX Trends for 2021 and Joe Pine on the Evolution of Experience

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Mangement, EMPATHY, QUICKBITE

CX Leadership – Until We Meet Again (3min) What a year! Looking ahead Alex asks, “… will the positive momentum turn into a movement that’s sustained or will we simply …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 198: Expert ‘Building Blocks’ Guide CX Success, Research Reveals ROI of CX and Microsoft Backs Empathy

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Mangement, CX Strategy, EMPATHY, EMPATHY MAPPING, QUICKBITE

Expert ‘Building Blocks’ Guide CX Success (3-4min ea.) The Customer Experience Professionals Association (CXPA) has created a “CX Building Blocks” series designed to help practitioners establish or strengthen their CX …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 192: 5 Fixes for Broken Market Research, Flybuys Behavioural Segmentation & CX Strategies for Re-engagement

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Mangement, CX Strategy, EMPATHY, QUICKBITE

5 Fixes for ‘Broken’ Market Research Model (5min) New data shows less than one third of clients commissioning market research are satisfied with the recommended business actions. This article shares some useful …

customer empathy

Why Customer Empathy is Important in Customer Experience Management

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, CX Mangement, Experience Management

For 20 years now, organisations have worked at delivering customer experience (CX) excellence; appointing a senior CX leader and dedicated team, investing resources into measuring customer satisfaction, mobilising teams to …

The Quickbite

Customer Experience News 168: Big Brother’s Secret Consumer Scores, Shopify Goes Green, Finding the ‘Why’, & Saving CX Management

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, CX Mangement, CX Strategy

Big Brother’s Secret Consumer Scores (3min)From the New York Times, a fascinating article on companies that track consumers’ personal data and generate ‘secret surveillance scores’ for their clients. Requesting his file …

The Quickbite

Customer Experience News 167: The Customer Empathy Deficit, Journey Mapping to Journey Management and Embracing Social Licence

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, CX Mangement, CX Strategy

What’s Causing the Customer Empathy Deficit? (3min)In this edited extract from her new book, Alex Allwood argues that despite best efforts, businesses are becoming emotionally disconnected from their customers and explains the …