New Research Reveals CX Leadership in a Crisis (4min) A new research study by leading customer experience consultancy All Work Together, reveals how executive Marketing and CX leaders mobilised their …
Why it’s Critical to Understand Your Customers’ New World
Why it’s Critical to Understand Your Customers’ New World A number of my most sacred and long-held daily routines and activities have, over the past few months, changed and been …
Customer Experience News 191: NPS Danger, Interview with SurveyMonkey’s CX Lead and Unthinking & Undoing in Service Design
Avoiding the Pitfalls of ‘NPS for All’ (3min) Whilst acknowledging the value of NPS and other customer satisfaction metrics, this article from CustomerThink identifies the dangers of giving NPS goals to every …
Customer Experience News 190: Sainsbury’s CMO Promotion, Can the Experience Economy Make a Comeback and Making Remote Collaboration Work
In the News – Sainsbury’s Promotes CMO to Board (2min) In the news this week, in ‘a strategic move designed to help the supermarket get closer to it’s customers’, the new …
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 187: New Consumer Sentiment Research, ‘New-Normal’ Customer Personas and Mapping Emotional Journeys
New Consumer Sentiment Research (4-5min) The first in a series of monthly posts by BCG highlighting the changes in Australian consumer sentiment; attitudes, perceptions and behaviours, brought about by the coronavirus …
Customer Experience News 186: CX Leads do DIY Listening, CX Strategy to Rebuild Customer Loyalty and Bupa Fast Tracks Experience Innovation
CX & Marketing Leads Do DIY Listening (3min) For this week’s opinion piece, Alex Allwood reports on her own ‘listen and learn’ conversations with CX and Marketing leaders. Allwood explains how their Do-It-Themselves …
Crisis Leadership: CX and Marketing Leaders Use DIY Listening
Rather than hibernating during the COVID-19 lock-down, I’ve been running my own ‘listen and learn’ program with CX and Marketing Leaders (CCO’s, CXO’s and CMO’s) to understand their challenges and …
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 …