THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 191: NPS Danger, Interview with SurveyMonkey’s CX Lead and Unthinking & Undoing in Service Design

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Management, CX Strategy, EMPATHY

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 …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 190: Sainsbury’s CMO Promotion, Can the Experience Economy Make a Comeback and Making Remote Collaboration Work

Alex Allwood ALEX ALLWOOD, Customer Experience News, CX Strategy, EMPATHY, QUICKBITE

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 …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 189: Customer Care Fail, Customers Want Back-to-Basics and Employee Journeys the Key to EX Success

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Management, CX Strategy, EMPATHY, QUICKBITE

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 …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 188: Forbes Ranks Top Corporate Responders, Shaping Remote Work and New World Impacts Profits & Growth

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Strategy, QUICKBITE

Forbes Ranks Top Corporate Responders (4-5min) Forbes has just released new research that ranks the 100 largest employers among US public companies based on how well they have responded to the …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 187: New Consumer Sentiment Research, ‘New-Normal’ Customer Personas and Mapping Emotional Journeys

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Strategy, QUICKBITE

New Consumer Sentiment Research (4-5min) The first in a series of monthly posts by BCG highlighting the changes in Australian consumer sentiment; attitudes, perceptions and behaviours, brought about by the coronavirus …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 186: CX Leads do DIY Listening, CX Strategy to Rebuild Customer Loyalty and Bupa Fast Tracks Experience Innovation

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, CX Strategy, QUICKBITE

CX & Marketing Leads Do DIY Listening (3min) For this week’s opinion piece, Alex Allwood reports on her own ‘listen and learn’ conversations with CX and Marketing leaders. Allwood explains how their Do-It-Themselves …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 185: CPI’s The New Customer-Centric Metric, Post Pandemic Predictions and Reopening: The Retail Marketing Challenge

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX, CX Strategy, EMPATHY, QUICKBITE

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 …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 184: Adapting to New World Customer Behaviour, Being Customer-Led in a Crisis & Improving CX Communication Skills

Alex Allwood ALEX ALLWOOD, Customer, Customer Experience, CX, CX Strategy

Adapting to New World Customer Behaviour (2min) Adrian Swinscoe shares some highlights from the latest research on how the coronavirus pandemic is reshaping customer behaviour and warns that CX practitioners should …