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 for the Limetropy CX Book Club. Alex admitted to being “A little nervous about what might be said; would the book be loved or loathed!” You can read what the panel said in this MyCustomer article.
What’s Your Customers’ Job to Be Done? (2-3min)
Alex is a big fan of Jobs Theory and uses Jobs to Be Done (JTBD) in her day-to-day customer experience consulting work. In this article for Marketing Journal, Noel Sobelman and Tony Elwick discuss the customer-centric innovation process starting with JTBD, “… by defining and prioritizing upfront the desired outcomes the customer seeks.”Alex is a big fan of Jobs Theory and uses Jobs to Be Done (JTBD) in her day-to-day customer experience consulting work. In this article for Marketing Journal, Noel Sobelman and Tony Elwick discuss the customer-centric innovation process starting with JTBD, “… by defining and prioritizing upfront the desired outcomes the customer seeks.”
Once You’ve Started How Do You Sustain It? (2min)
In this article, author and customer experience practitioner Jim Tincher discusses sustaining CX success by applying Kotter’s 8 principles in change management. As Kotter says, “this is the time to press harder and use those wins as momentum to further fuel the change.” We couldn’t agree more!