Customer-Centric Hack: Customer Segmentation for CX Mapping (2min) In this week’s post Alex Allwood argues that using Customer Lifetime Value (CLV) to segment high value customers focuses attention on the journeys that …
Customer Experience News 118: Emotion Graphs, Customer Care Metrics, CX & Data Security
#GrowthHack: Customer Emotion Tells the Story (2min) Alex Allwood writes on the importance of incorporating a customer emotion graph into your journey mapping to truly understand the customer relationship from the customer’s …
Customer Experience News 117: Empathy, AGL, Customer Journeys & Nike
When Empathy Matters Most (2-3min) A thought provoking article from HBR about one aspect of customer experience that even the most customer-centric organisations may not have adequately planned for. CX Leadership at AGL (3min) In CMO this …
Customer Experience News 105: #GrowthHack, Zappos, Personalisation & Empathy
#GrowthHack: Are you a CX Champion or CX Enabler? (1-2min) This week Alex Allwood writes about the challenges faced by CX program leads as they transition from championing the work, to …
Customer-Centric #GrowthHack: Are you a CX Champion or CX Enabler?
Somewhere this week I read or heard someone relay the proverb, ‘To go fast, go alone. To go far, go together.’ Its relevance might be lost on some however, for …
Customer Experience Strategy: Developing a Customer Experience Vision and Principles
A customer experience vision and principles are powerful communication devices to inspire, unite and educate people across the business on a one-company experience that’s distinctive and delivers value. Business leaders …