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 182: CX Folk Report, Brand Marketing in the Crisis Economy, Proving CX Business Value & COVID-19 in Perspective

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

CX Folk Learnings (3min) How quickly things change! The second CX Folk Sydney meetup was forced indoors and online last week, with authors Alex Allwood (Customer Empathy), Jason Bradshaw (It’s All …

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Customer Experience News 179: Managing Customer Panic, Nudge Theory in CX and Systems Design

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

  How to Manage Customer Panic (2min)In the current crisis, images of empty supermarket shelves, angry shoppers and early morning queues have dominated mainstream news and social media. This timely article …

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Customer Experience News 169: Why Customer Empathy Matters, Canva Cross-Functional Design, AI Teaching EQ? and a Choice Quiz

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

3 Reasons Why Customer Empathy Matters (2-3min)Fresh off the press, in her new book, Alex Allwood argues that customer empathy is essential to realising the promised returns of CX effort. In this …

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Customer Experience News 165: Improve Your NPS, The ‘Experience Factory’, Optus 2020 CX Vision and CX Education

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

How to Improve Your NPS (3min)Referencing business examples, this HBR article explains how you can improve your NPS. It also shows how surveys conducted across the customer value chain can reveal the …

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Customer Experience News 163: Top 50 CX Brands, NAB’s Customer Culture, Assessing CX Governance, What’s in a Name?

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

Top 50 CX Brands Revealed (2-3min)The latest KPMG Customer Experience Excellence report ranks the top 50 CX brands in Australia, but warns that a siloed approach in many businesses is limiting the effectiveness of …