Why it’s Critical to Understand Your Customers’ New World A number of my most sacred and long-held daily routines and activities have, over the past few months, changed and been …
Customer Experience News 186: CX Leads do DIY Listening, CX Strategy to Rebuild Customer Loyalty and Bupa Fast Tracks Experience Innovation
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 …
Crisis Leadership: CX and Marketing Leaders Use DIY Listening
Rather than hibernating during the COVID-19 lock-down, I’ve been running my own ‘listen and learn’ program with CX and Marketing Leaders (CCO’s, CXO’s and CMO’s) to understand their challenges and …
Customer Experience News 185: CPI’s The New Customer-Centric Metric, Post Pandemic Predictions and Reopening: The Retail Marketing Challenge
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 …
Customer Experience News 182: CX Folk Report, Brand Marketing in the Crisis Economy, Proving CX Business Value & COVID-19 in Perspective
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 …
CX in a Changing World: Learnings from CX Folk Panel Discussion
Firstly a big thank you to our panel of CX experts, Jason Bradshaw author of It’s All About CEX!, Jaquie Scammell author of Service Habits, Alex Allwood author of Customer …
CX Folk: Lessons from the CX Experts
Last night was our first CX Folk meetup. The meeting was a great success; we raised $400 for the Australian Red Cross Bush Fire Appeal, and came together to connect …
Customer Experience News 167: The Customer Empathy Deficit, Journey Mapping to Journey Management and Embracing Social Licence
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 …
Customer Experience News 154: Customer Revolution is Coming, Why CX Fails, Marcoms Move to Problem Solving & Top 20 CX Metrics
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 …
Customer Experience News 143: Customer Listening, CX Visionary, Customer-Led Design and Experience Innovation
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 …