THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 209: Closing the In-Moment Feedback Gap, Bold Experience Management Moves for 2021 & Customer-Centric Transformation

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, CUSTOMER PERSONA, CX, CX Management, EMPATHY, QUICKBITE

5 Ways to Close the In-Moment Feedback Gap (3min) Last week Alex posted this question on her LinkedIn profile, ‘When a customer makes a discrete complaint in an informal way, …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 196: Winning in the New World, Peter Fader on Loyalty & Customer Value and Emotional Intelligence

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

Winning in the New World (5min) A timely and in-depth article from the Australian Institute of Company Directors on how smart businesses can capitalise on the shifts in consumer behaviour …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 193: New Customer Needs = Growth Opportunities, Solving the Data Deficit Problem and Woolies Cops $1M Fine

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

New Customer Needs = Growth Opportunities (2-3min) Alex Allwood explains why it is critical in the current environment for businesses to understand their customers’ new needs and experience expectations, in …

THE QUICKBITE Customer Experience News CX Strategy

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 …

THE QUICKBITE Customer Experience News CX Strategy

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 …