Customer Experience News 142: Customer-Centricity, Empathy, Fader and Toms, Experience Economy

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

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 126: Customer Lifetime Value, CX Excellence Index & 7-Eleven

Alex Allwood ALEX ALLWOOD, Customer Experience News, Customer-Centric, CX, CX Leadership

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

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, DESIGN THINKING, MAPPING

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), …

Customer Experience News 111: C-Suite Mistakes, Amazon, Customer Retention & Telco’s

Alex Allwood Customer Centric, Customer Experience, Customer Experience News

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 …