THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 204: Podcast: CX Strategy & Customer Empathy, Customer Advocacy: Who Do You Trust? & CX Management: Protecting CX Budgets

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

Podcast: CX Strategy & Customer Empathy (57min) This week I talked with Head of Customer Experience at Freddie Mac, Bill Staikos, on his new-ish Podcast, Be Customer Led. We discussed CX strategy, …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 194: New Research Reveals CX Leadership in the Crisis Economy and How Deep Listening Delivers Deeper Customer Insights

Alex Allwood ALEX ALLWOOD, Customer Experience News, CX Leadership, CX Research, CX Strategy, EMPATHY, QUICKBITE

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 …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 191: NPS Danger, Interview with SurveyMonkey’s CX Lead and Unthinking & Undoing in Service Design

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

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 …

The Quickbite

Customer Experience News 161: The Ripple Effect: What CEOs Value Most, Calculating CX ROI, Top 10 CX Success Stories & Airbus Tracks Toilet Trips

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

The Ripple Effect: What CEOs Value Most (2min)Alex Allwood writes on the importance of leadership behaviours in shaping an organisation’s customer-centric culture. Using examples from this week’s  news media to demonstrate how few …