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 …

Customer Experience News 98: #GrowthHack, TED Talk, Experience Design & Marketoonist

Alex Allwood Customer Experience, Customer Experience News, CUSTOMER JOURNEY, Experience Design 0 Comments

  #GrowthHack Customer Journey Consistency (2min) This week Alex Allwood writes on the importance of developing customer experience vision and principles to guide employee behaviour and ensure the delivery of consistent experiences across the …

Customer Experience News 97: Customer-Centric Culture, CX Budgets and Leadership

Alex Allwood Customer Experience, Customer Experience News, customer-centric culture 0 Comments

4 Strategies to Inspire a Customer-Centric Culture (3min) Even the most well-resourced customer experience program cannot succeed without employee buy-in across the business. This article from CustomerThink outlines four simple, yet …

Customer Experience News 94: Measuring CX Success, Customer-Centric Culture, Microsoft & Telstra

Alex Allwood Customer Experience, Customer Experience News, customer-centric culture, MEASURING CX 0 Comments

How to Measure CX Success (3min) The success of a customer experience program ultimately depends on the capacity of an organisation’s people to align behind and deliver it. This LinkedIn article …