Ever read an article that makes you see red? Perhaps one that includes an opinion like this: “But some of the norms have become more than that, more like fundamental …
Customer Experience News 196: Winning in the New World, Peter Fader on Loyalty & Customer Value and Emotional Intelligence
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 …
Customer Experience News 193: New Customer Needs = Growth Opportunities, Solving the Data Deficit Problem and Woolies Cops $1M Fine
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 …
Why it’s Critical to Understand Your Customers’ New World
Why it’s Critical to Understand Your Customers’ New World A number of my most sacred and long-held daily routines and activities have, over the past few months, changed and been …
Customer Experience News 185: CPI’s The New Customer-Centric Metric, Post Pandemic Predictions and Reopening: The Retail Marketing Challenge
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 …
Customer Experience News 184: Adapting to New World Customer Behaviour, Being Customer-Led in a Crisis & Improving CX Communication Skills
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 …
Customer Experience News 183: Do You Have What it Takes to be a CCO?, Achieving CX Success in a Crisis and Winning in the Future
Do You Have What it Takes to be a CCO? (2-3min) From 2003, when there were fewer than 30 Chief Customer Officers globally, the demand for executive level CX leaders has …
Customer Experience News 180: Empathy on the Front Line, Leadership in an Uncertain Future and Empathy in Action
Empathy on the Front Line (2-3min) From USA Today, some inspirational examples of how individuals across the US are responding to the unfolding COVID-19 crisis, by providing compassion, kindness and empathy …
Customer Experience News 179: Managing Customer Panic, Nudge Theory in CX and Systems Design
How to Manage Customer Panic (2min)In the current crisis, images of empty supermarket shelves, angry shoppers and early morning queues have dominated mainstream news and social media. This timely article …
CX Folk: Lessons from the CX Experts
Last night was our first CX Folk meetup. The meeting was a great success; we raised $400 for the Australian Red Cross Bush Fire Appeal, and came together to connect …