THE QUICKBITE

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 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 182: CX Folk Report, Brand Marketing in the Crisis Economy, Proving CX Business Value & COVID-19 in Perspective

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

CX Folk Learnings (3min) How quickly things change! The second CX Folk Sydney meetup was forced indoors and online last week, with authors Alex Allwood (Customer Empathy), Jason Bradshaw (It’s All …

The Quickbite

Customer Experience News 167: The Customer Empathy Deficit, Journey Mapping to Journey Management and Embracing Social Licence

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

What’s Causing the Customer Empathy Deficit? (3min)In this edited extract from her new book, Alex Allwood argues that despite best efforts, businesses are becoming emotionally disconnected from their customers and explains the …

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Customer Experience News 154: Customer Revolution is Coming, Why CX Fails, Marcoms Move to Problem Solving & Top 20 CX Metrics

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, customer-centric culture, CX Strategy

Are You Ready for the Revolution? (3min)Starcom’s Future of Connected Living research report marks 2019 as the start of the ‘Third Connected Era’ in digital living. The report warns of profound changes …

The Quickbite

Customer Experience News 143: Customer Listening, CX Visionary, Customer-Led Design and Experience Innovation

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

CX Insight – The Power of 360 Customer Listening  (1 min)In this week’s CX Insight, Alex Allwood discusses the concept of 360 Listening and the value of one-on-one, in-depth customer conversations in …