THE QUICKBITE

Customer Experience news 186: CX Leads do DIY Listening, CX Strategy to Rebuild Customer Loyalty and Bupa Fast Tracks Experience Innovation

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

CX & Marketing Leads Do DIY Listening (3min) For this week’s opinion piece, Alex Allwood reports on her own ‘listen and learn’ conversations with CX and Marketing leaders. Allwood explains how their Do-It-Themselves …

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Customer Experience News 185: CPI’s The New Customer-Centric Metric, Post Pandemic Predictions and Reopening: The Retail Marketing Challenge

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

The New Customer-Centric Metric (3min) This thought-provoking article from HBR argues that traditional metrics such as Net Promoter Score (NPS) do little beyond contributing to company-centric KPI’s. The alternative, as both …

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Customer Experience News 184: Adapting to New World Customer Behaviour, Being Customer-Led in a Crisis & Improving CX Communication Skills

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

Adapting to New World Customer Behaviour (2min) Adrian Swinscoe shares some highlights from the latest research on how the coronavirus pandemic is reshaping customer behaviour and warns that CX practitioners should …

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Customer Experience News 182: CX Folk Report, Brand Marketing in the Crisis Economy, Proving CX Business Value & COVID-19 in Perspective

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Folk, CX Strategy, QUICKBITE

CX Folk Learnings (3min) How quickly things change! The second CX Folk Sydney meetup was forced indoors and online last week, with authors Alex Allwood (Customer Empathy), Jason Bradshaw (It’s All …

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Customer Experience News 181: Creating New Customer Value in a Crisis, Forrester Takes Consumer Pulse and Work-from-Home Collaboration

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, CX Leadership, CX Strategy, EMPATHY

Creating New Customer Value in a Crisis (2-3min) Writing for mycustomer’s new content hub, Corporate Social Responsibility During COVID-19, Alex Allwood identifies some of the good, bad and ugly responses to …