THE QUICKBITE

Customer Experience News 185: CPI’s The New Customer-Centric Metric, Post Pandemic Predictions and Reopening: The Retail Marketing Challenge

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

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 …

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 …

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Customer Experience News 136: CX Observation, CX Metrics, Bain Insights & Telstra

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

Customer-Centric CX Metrics (3-4min) Customer centricity champions Peter Fader and Sarah E. Toms write for CustomerThink on the dangers of using a single metric to represent all customers, and how correcting this common problem can make your CX strategy truly customer-centric. Designing …

The Quickbite

Customer Experience News 132: 2019 CX Transformation, Measurement & Marketing

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

CX Transformation Trumps Quick Wins (2min) Alex Allwood argues that a focus on short term quick wins is the enemy of customer experience transformation and lists her ‘less of this, more of that’ practices for getting …

The Quickbite

Customer Experience News 118: Emotion Graphs, Customer Care Metrics, CX & Data Security

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

#GrowthHack: Customer Emotion Tells the Story (2min) Alex Allwood writes on the importance of incorporating a customer emotion graph into your journey mapping to truly understand the customer relationship from the customer’s …