Customer Experience News 107: CX Case Study, CX ROI and Customer Journey Mapping

Alex Allwood Customer Experience, Customer Experience News, Customer Journey Mapping, CX, EMPATHY

Customer Experience Case Study (3min) From GovTech magazine a government sector CX case study with universal relevance; where customer empathy, journey mapping and human-centred design combined to transform an overly complex, …

Customer-Centric #GrowthHack – 3 Reasons to Incentivise Customer Empathy Interviews

Alex Allwood #GrowthHack, Customer Centric, Customer Experience, Customer Journey Mapping, EMPATHY 0 Comments

In my Customer Journey Mapping Workshops I teach the fundamentals of how to undertake in-depth customer interviews and I’m frequently asked for my opinion on incentives. In this customer-centric #growthhack …

Customer Experience News 81: Netflix, Zappos, Virtual Reality and Loyalty

administrator Customer Experience, Customer Experience News, Customer-Centric, EMPATHY 0 Comments

Netflix a Customer-Centric Champion (2-3min) In contrast to the usual heavy handed policing of copyright and intellectual property in the video-on-demand space, Netflix demonstrates true customer-centricity in this ‘cease and desist’ …