Netflix a Customer-Centric Champion (2-3min) In contrast to the usual heavy handed policing of copyright and intellectual property in the video-on-demand space, Netflix demonstrates true customer-centricity in this ‘cease and desist’ …
Customer-Centric #GrowthHack 6 – Rescue Remedy for Failing Customer Experience Programs
See this Customer-Centric #GrowthHack live on Alex’s Facebook here Sometimes in my consulting work I’m called in to get things back on track – the ‘CX Fix It’. The Challenge …
CMO Australia Opinion Piece: Customer Experience Crisis – Proactively Mitigating the Risk of Broken Promises
First Published in CMO Australia: https://goo.gl/oWKM7m Written by Alex Allwood and Published 12th May 2017. Last Friday, three weeks after United Airline’s spectacular customer experience disaster, customers received a letter from CEO, …
CMO Australia Opinion Piece: Is Your Customer Experience Program Suffering Bright Shiny Object Syndrome?
First Published in CMO Australia: https://goo.gl/oujkMo You may have heard of ‘bright shiny object syndrome’. The term is used to describe new initiatives undertaken by organisations that either lack a …