The 7 pillars of customer experience
A comprehensive approach to CX minimises objections Does this issue sound familiar? “We’d like to accelerate our customer experience programmes but it’s very complex and so many things are getting…
The power of No
In a sea of endless possibility, discover the power of not doing something A while ago a business associate and I were discussing a joint venture we had planned to…
Is your business customer obsessed?
If you’re not running a customer-obsessed business, you might be missing out. I have noticed many companies are focusing on being customer obsessed. What does that actually mean? Well, in…
United airlines culture problem
I am often asked what organizational culture is. Frequently, I meet with executives who are feeling defeated by the scale and complexity of leading cultural transformations. So, where do you…
Business, Technology, Internet and network concept. Young businessman shows the word: Customer experience
CX skills builders: you may have a cx job & not know it.
In last article we talked about the identity crisis of CX professionals and we urged you to fix any small problem or seam on the customer journey in order to build…
10 Tips To Improve Your EQ and Become a Better Leader
We get promoted because of our technical skills, but our success as managers and leaders is determined by our Emotional Intelligence or our EQ. This is because it’s our EQ which helps us connect with…
5 Simple Reasons Why You Need To Fire Toxic Bosses!
During 25 years of my professional career, I would say that my bosses pretty much fell into one of three categories. The good. The bad. And the Toxic. It was…
Are customers the source of happy ever after?
Finland, it seems, is the happiest place on earth. Yes, the Finns have topped the charts this year in the UN’s latest World Happiness Report ahead of Norway, Denmark, Iceland…
Customer-centric culture starts at the top
Last week we started the conversation about culture by establishing that we need to define culture before we can deliver great customer experience. Today, we are talking about how to get…
Webinar: Bringing CX into the boardroom
In this informative webinar, produced by professional networking organisation InTouch, NextTen's director of delivery Nick Bush offers some useful advice on how to power up boardroom discussions by putting the…
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