Why Now? Ever since the pandemic struck, empathy has been bubbling up to become part of our current zeitgeist. Service, Sales, CX, …Read More
Customer Experience
Optimising customer experience becomes a serious organisational aim for businesses who understand its significance to their continued success. Customer satisfaction should form a core part of the strategy for protecting and developing brand loyalty, with its value measured in repeat sales and customer advocacy.
Diversity, Inclusion and Customer Personas
One of the many transformative themes reshaping our world is diversity, inclusion and equality. Personally, I am becoming more self-aware …Read More
From The Calamity of COVID to The Start Of A New Model for Customer Service
The Story So Far COVID sent everyone scuttling back home as fast as an incoming Tsunami causes mass evacuation. Organisations, customers …Read More
Where’s The Silver Lining in This Recession?
Awareness of the economic damage from the global pandemic continues to grow. National debt is ballooning as governments attempt to prop up …Read More
Customer Experience Management – COVID Demands It’s Time To Change The Narrative
This article is intended as a provocation around how the CX community likes to see its value and the associated narrative often told to …Read More
Relationships Are Built on Trust
The final topic in our exploration of customers for life is one that has assumed global importance. The question of trust. Our …Read More
Loyalty is About Relationship
So far, we have talked about what might be described as the table stakes for winning a customer’s loyalty: CX Is Flatlining - move …Read More
Intolerance for Poor Service Is Rising
As previously mentioned, the quality of customer service influences brand loyalty. Expectations for fast, effective outcomes have remained …Read More
CX Is Flatlining – move faster
Retaining customers in a world full of choice Is it still possible to keep a customer for life? You might argue that customers no …Read More
Why Digital Transformation And Technology Refreshes Are Not Going To Make The Difference
Digital transformation surrounds us. I’m in the process of commenting on all the new stuff that is happening in customer engagement. Just …Read More
