I think we’ll all breathe a collective sigh of relief when we kiss 2020 goodbye. But just as this year has been like no other, so will next year, 2021, …
Customer Experience News 189: Customer Care Fail, Customers Want Back-to-Basics and Employee Journeys the Key to EX Success
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 …
Customer Experience News 188: Forbes Ranks Top Corporate Responders, Shaping Remote Work and New World Impacts Profits & Growth
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 …
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 184: Adapting to New World Customer Behaviour, Being Customer-Led in a Crisis & Improving CX Communication Skills
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 …
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 …
Customer Experience News 181: Creating New Customer Value in a Crisis, Forrester Takes Consumer Pulse and Work-from-Home Collaboration
Creating New Customer Value in a Crisis (2-3min) Writing for mycustomer’s new content hub, Corporate Social Responsibility During COVID-19, Alex Allwood identifies some of the good, bad and ugly responses to …
Leading with Empathy: Safety is the New Customer and Employee Value
This article was first published in mycustomer.com COVID-19 has brought upon us frenetic change. Around the world, people have bunkered down. Our homes are now isolated and have become digital …