‘Customer Empathy’ Makes Top 10 CX Books (1min) A nice little win this week for Alex Allwood! Alex’s latest book, Customer Empathy, has made it onto Lumoa’s list of Top …
Customer Experience News 226: Atlassian Pivots on Performance Reviews, Communicating Price Hikes to Customers and Unravelling the Complexity of Customer Innovation
Atlassian Pivots on Performance Reviews (2min) We’re loving this! Atlassian is implementing a new system designed to better evaluate employee performance. The new strategy focuses on how well employees are …
Customer Experience News 225: Customer Empathy Mapping, Customer-Based Valuation and Lego on Customer Centricity
Using Customer Empathy Mapping (2min) It’s been a few weeks since Alex last shared her CX thinking here, and it’s been worth the wait! In this article, she deep dives …
Customer Experience News 224: Google’s Murky Customer Workarounds, Digitising an 80-Year-Old Brand & Stealing Customer-Centric Secrets
Google’s Murky Customer Workarounds (3min) If it’s free then you are the product, writes the author of this NY Times article. Google has long profited from scraping user data, but …
Customer Experience News 223: Post-Covid Consumers, Customer Sentiment vs Emotion and CX the Tesla Way
The Post-Covid Consumer (3min) A great article written for CNBC by Wharton professor of marketing and psychology Deborah Small. During and post-Covid consumers have been exploring product and service alternatives …
Customer Experience News 222: Post-Pandemic Customer Journeys, Making the CX Business Case and Human-Centred Design
Designing Post-Pandemic Customer Journeys (3min) This HBR article discusses the critical factors that define post-pandemic (post-2020) customer journeys and determine whether your organisation’s performance will be grounded or grow in …
Customer Experience News 221: Customer Data: Mining for Gold, CX in 7 Steps and Closing the Empathy Gap
Customer Data: Mining for Gold (3-4min) In this article for HBR, three AI heavyweights outline the primary problem in measuring CX. They propose a solution using unstructured data and applied, …
Customer Experience News 220: Transformation Failure, The Good, Bad & Ugly of Amazon and CX: What’s Holding Marketers Back?
Transformation Failure: Identifying the Causes (4-5min) The rate of transformation failure rate sits at around 70%. This HBR article examines the major causes of organisational change failure, recommends how to overcome …
Customer Experience News 219: Journey Mapping Research Methods, CX Priming, Foxtel’s Transformation and New CX Courses Online
Journey Mapping – Which Research Method? (3min) When customer data isn’t used in mapping the customer journey, then the mapping process is assumptive; that is, based on the business’s point of …
Customer Experience News 218: CX Experts Review ‘Customer Empathy’, What’s Your Customers’ Job to Be Done? and Sustaining CX Success
CX Experts Review ‘Customer Empathy’ (3min) This was quite an undertaking in time and effort from the group of CX experts who purchased, read and reviewed Alex’s book, Customer Empathy …