THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 215: Language of Leaders, 10 CX Metrics Reviewed and Using Customer Storytelling

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, CX Management, EMPATHY, QUICKBITE

Language of Leaders (2-3min) The saying ‘change your language and you change your thoughts’ demonstrates the message in this HBR article. We couldn’t agree more! As leaders, if your daily …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 210: CX Leadership, CX Trends for 2021 and Joe Pine on the Evolution of Experience

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

CX Leadership – Until We Meet Again (3min) What a year! Looking ahead Alex asks, “… will the positive momentum turn into a movement that’s sustained or will we simply …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 206: Collaboration: CX Leaders Adopt the ‘No Silo Rule’, Empathetic Leadership Empowering Employees and 7 Deadly Sins of CX Transformation

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

Collaboration: CX Leaders Adopt the ‘No Silo Rule’ (1min) Both Steve Jobs and Elon Musk, have followed the ‘no silo rule’. As Musk wrote to Tesla employees, “We obviously can’t …

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 …