New Research Reveals CX Leadership in a Crisis (4min) A new research study by leading customer experience consultancy All Work Together, reveals how executive Marketing and CX leaders mobilised their …
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 192: 5 Fixes for Broken Market Research, Flybuys Behavioural Segmentation & CX Strategies for Re-engagement
5 Fixes for ‘Broken’ Market Research Model (5min) New data shows less than one third of clients commissioning market research are satisfied with the recommended business actions. This article shares some useful …
Customer Experience News 191: NPS Danger, Interview with SurveyMonkey’s CX Lead and Unthinking & Undoing in Service Design
Avoiding the Pitfalls of ‘NPS for All’ (3min) Whilst acknowledging the value of NPS and other customer satisfaction metrics, this article from CustomerThink identifies the dangers of giving NPS goals to every …
Customer Experience News 190: Sainsbury’s CMO Promotion, Can the Experience Economy Make a Comeback and Making Remote Collaboration Work
In the News – Sainsbury’s Promotes CMO to Board (2min) In the news this week, in ‘a strategic move designed to help the supermarket get closer to it’s customers’, the new …
Customer Experience News 189: Customer Care Fail, Customers Want Back-to-Basics and Employee Journeys the Key to EX Success
In the News – Boutique Bank’s Customer Care Fail (2min) At a time when empathy, transparency, communication and care for customers are the hallmarks of genuine customer-first companies, ASIC has lashed …
Crisis Leadership: CX and Marketing Leaders Use DIY Listening
Rather than hibernating during the COVID-19 lock-down, I’ve been running my own ‘listen and learn’ program with CX and Marketing Leaders (CCO’s, CXO’s and CMO’s) to understand their challenges and …
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 …
CX in a Changing World: Learnings from CX Folk Panel Discussion
Firstly a big thank you to our panel of CX experts, Jason Bradshaw author of It’s All About CEX!, Jaquie Scammell author of Service Habits, Alex Allwood author of Customer …
Customer Experience News 181: Creating New Customer Value in a Crisis, Forrester Takes Consumer Pulse and Work-from-Home Collaboration
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 …