C minus for CX?
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…
The Case for Customer Experience V2.0
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…
Is your customer retention approach all wrong?
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…
Forget Best Practice – it won’t get you anywhere
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”.…
“Most Lean service programmes don’t deliver much value to the customer”
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…
Changing the mindset, one outcome at a time
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…
The concept that will change your view of Customer Experience forever
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
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…
Who is accountable for making the customer agenda really work?
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…
Great CX does not always mean great business performance
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?…