CX Insight – 3 Mapping Mantras (1min)In this week’s CX Insight Alex Allwood shares her ‘3 Mapping Mantras’ to help CX enthusiasts focus their energies and efforts in 3 critical areas …
Customer Experience News 137: CMO’s & CX, Anti-Customer Service & Kmart Fail
CMO’s and the CX Remit (1min) CMO has just launched their STATE OF THE CMO 2019 survey to gauge the state of Australia’s marketing leadership. Here are three things CMO discovered …
Customer Experience News 136: CX Observation, CX Metrics, Bain Insights & Telstra
Customer-Centric CX Metrics (3-4min) Customer centricity champions Peter Fader and Sarah E. Toms write for CustomerThink on the dangers of using a single metric to represent all customers, and how correcting this common problem can make your CX strategy truly customer-centric. Designing …
Customer Experience News 135: CX Insight, CRM & CX Implementation and Future CX.
CX Insight – The Joyless Shopping Experience (1min) Alex Allwood shares her CX insight on on how great product experiences are so often compromised by poor experiences in servicing and technology. How …
Customer Experience News 134: Customer-Led Disruption, Tesla Tips & Customer Data
Customers Driving Disruption (2-3min) In this interview for Harvard Business School, marketing professor Thales Teixeira discusses her new book which argues that successful disruptors are identifying and serving emerging customer needs faster …
CX Insight – The Joyless Shopping Experience
Today, as customers, we expect both high-tech and high-touch experiences that make us feel good. As a practitioner in customer experience management I have high expectations of shopping experiences and, …
Customer Experience News 133: Customer Care, CXM, Culture & Survey Fatigue
CX Insight – Going Beyond Caring for Customers (1min) Alex Allwood shares her CX insight on why great customer experience requires an attitude of caring ‘about’ rather than ‘for’ your customers. What is …
CX Insight – Going Beyond Caring For Customers
Maybe I’m too close to my CX work or maybe I’ve just been spoiled by my current provider. In my world, delivering great experiences is more than caring for customers, …
Customer Experience News 132: 2019 CX Transformation, Measurement & Marketing
CX Transformation Trumps Quick Wins (2min) Alex Allwood argues that a focus on short term quick wins is the enemy of customer experience transformation and lists her ‘less of this, more of that’ practices for getting …
Customer-Centric Hack: Humanising Customer Experience Feedback
I don’t know about you, but it seems that I am inundated with requests for customer experience feedback using online NPS and CSat surveys. This week alone I’ve received three …