Customer-Centric #GrowthHack 5 (3min)
Alex Allwood’s Customer-Centric GrowthHack is back, with Part 2 of ‘Marketing-It Internally’. This week Alex discusses solving the CX alignment problem by bringing the customer to life and building cultural empathy, using her Customer Connect program and customer journey mapping.
Talk to Me (4-5min)
In the race to optimise customers’ digital journeys, many brands are neglecting voice communications. As this Harvard Business Review article argues, human to human interaction is often critical in the purchase phase of the customer journey, and without visibility into customer conversations no digital transformation is complete.
The Customer Experience Game (2-3min)
I. J. Golding profiles the ‘Customer Experience Game’. Created in the Netherlands by CX practitioners Nienke Bloem and Babs Asselbergs it’s an oversized board game designed to influence and engage people across a business to understand the role they play in managing customer experience.
Twinings Blends e-Commerce and CX (3-4min)
A great case study on how iconic brand Twinings managed their digital transformation to deliver seamless, emotive experiences both online and in-store.