‘City of Caution’ Considers Customers (3min)This article should strike a chord with anyone who’s ever experienced the pain and frustration of dealing with government red tape and regulation. An amusing take on …
Customer Experience News 142: Customer-Centricity, Empathy, Fader and Toms, Experience Economy
Customer-Centricity Starts at Home (2min)This article from Business Live argues that even in the world’s most customer-centric companies, no two customer-centricity strategies are the same. What they do have in common …
Customer Experience News 140: Purpose, Customer-Centricity, Retention & Best CX Quotes
CX Insight – What is the Purpose of My Work? (1min)Inspired by a recent article featured in the New York Times Magazine, Alex Allwood reflects on the purpose of work and how …
CX Insight – What Is The Purpose Of My Work?
In this week’s CX Insight I reflect on an article I read recently in the New York Times Magazine, ‘The Future of Work’. The article explores a prevailing workplace sentiment …
Customer Experience News 137: CMO’s & CX, Anti-Customer Service & Kmart Fail
CMO’s and the CX Remit (1min) CMO has just launched their STATE OF THE CMO 2019 survey to gauge the state of Australia’s marketing leadership. Here are three things CMO discovered …
‘Less of This, More of That’ Getting CX Transformation Right in 2019
Article first published in CustomerThink, February 1, 2019 ‘Short-termism’ has become the enemy of CX transformation. We have developed a preoccupation with what is happening now, quick wins, next month’s …
Customer Experience News 126: Customer Lifetime Value, CX Excellence Index & 7-Eleven
Finding Value in Every Customer (4-5min) The Wharton School’s Peter Fader and Sarah Toms discuss their latest book, The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value, and explain the …
Customer Experience News 114: Mapping Methods, Service Design & MVCs
Mapping Methods Cheat Sheet (4-5min) From late last year but nevertheless an excellent article comparing the four most commonly used mapping types, (empathy mapping, customer journey mapping, experience mapping and service blueprinting), …
Who Are We Really Innovating For?
First published in Oracle SmarterCX: https://smartercx.com/who-are-we-really-innovating-for/ Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units. At …
Customer Experience News 111: C-Suite Mistakes, Amazon, Customer Retention & Telco’s
C-Suite Loses Customer Focus (2min) In this short video on LinkedIn, legendary American entrepreneur Gary Vaynerchuk and former Home Depot CEO Frank Blake discuss the biggest mistake C-suite executives are making and how …
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