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Author: Charles Bennett

This author has written 46 articles

Top Picks

  • Think differently to find the best talent: Recruitment in a disruptive digital age
  • Turning leadership on its head: Finding the leaders around you
  • How buying on emotion led to one of the best customer experiences I’ve had.
  • Nothing goes together like a bird feeder, chocolate and the Bossa Nova (?!)
  • What the NHS can teach us about customer relationship management

Author

Charles

Founder & CEO. Charles is an acknowledged leader in customer-driven performance change using both best practice and emerging next practice perspectives. He leads, mentors and coaches in both strategic and operational initiatives. A strong believer is the potential for "supercompany performance" he innovates using next practice thinking and methods to enhance the business. He researches heavily to retain his reputation as a thought leader, which he has applied across 40 countries, multiple sectors and companies such as Citibank, Nielsen, Microsoft, Vodafone, Tracker and governments in Middle East and Asia.
Contributes to business journals and often invited as a speaker or chairman to events all over the world.

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Recent Articles

  • Think differently to find the best talent: Recruitment in a disruptive digital age
  • Turning leadership on its head: Finding the leaders around you
  • How buying on emotion led to one of the best customer experiences I’ve had.
  • Nothing goes together like a bird feeder, chocolate and the Bossa Nova (?!)
  • What the NHS can teach us about customer relationship management

All articles

C minus for CX?

C minus for CX?

  • Charles Bennett
  • June 21, 2020
  • Article / Customer Innovation

Isn’t it time Customer Experience figured more in schools? Imagine for a moment that you are back in your teens and you are considering what you are going to do…

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The Case for Customer Experience V2.0

The Case for Customer Experience V2.0

  • Charles Bennett
  • June 20, 2020
  • Article / Customer Experience / Customer Innovation

It's time for an upgrade I have sat in an increasing number of meetings in the last months where business heads have asked the same question: “don’t you think that…

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Is your customer retention approach all wrong?

Is your customer retention approach all wrong?

  • Charles Bennett
  • June 10, 2020
  • Customer Innovation

You might want to re-think your customer retention strategy If your customer attrition rate is higher than your competitors or if a well-meaning executive has decided to reduce the percentage…

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Forget Best Practice – it won’t get you anywhere

Forget Best Practice – it won’t get you anywhere

  • Charles Bennett
  • June 5, 2020
  • Customer Innovation / Top Picks

Gaining a competitive edge requires you to go beyond accepted norms One of the values that I have always believed to be critical to customer experience is “the competitive edge”.…

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“Most Lean service programmes don’t deliver much value to the customer”

“Most Lean service programmes don’t deliver much value to the customer”

  • Charles Bennett
  • May 29, 2020
  • Article / Customer Experience / Customer Innovation

Examining the evidence shows that Lean has a way to go to enable customer-centricity I once made this statement to a group of Lean Six Sigma Master Black Belts. I…

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Changing the mindset, one outcome at a time

Changing the mindset, one outcome at a time

  • Charles Bennett
  • May 17, 2020
  • Customer Innovation

Customer Outcome Management will fundamentally change the approach you take - to everything. In my earlier article, I introduced the concept of outcome-based thinking. It’s best illustrated by an example…

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The concept that will change your view of Customer Experience forever

The concept that will change your view of Customer Experience forever

  • Charles Bennett
  • May 16, 2020
  • Customer Innovation

If Customer Experience was a person then it would remind me of the people in funeral plan adverts. They are sprightly, active and relevant but the signs of old age…

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The number 1 reason driving Customer Experience failure
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The number 1 reason driving Customer Experience failure

  • Charles Bennett
  • May 9, 2020
  • Customer Innovation / Featured

Anybody who is in a customer experience leadership role knows their job is hard. Too much lip service. Too little action. Recommendations not getting acted upon. Lack of support when…

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Who is accountable for making the customer agenda really work?

Who is accountable for making the customer agenda really work?

  • Charles Bennett
  • May 2, 2020
  • Leadership

It's probably down to one person Last week one of my customers asked me a question: why are respected practitioners commenting that Customer Experience is failing? It’s not a question…

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Great CX does not always mean great business performance

Great CX does not always mean great business performance

  • Charles Bennett
  • April 16, 2020
  • Case Study / Customer Experience

The theory says customer experience is proportional to revenue. At least that’s what “best practice” thinking has taught us. The better the customer experience the better the business result. Really?…

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