The current state of Customer Experience in Retail
The business world as we have always known it is changing. Many would argue that is always has been – changing that is. Since the dawn of time, human beings…
The business world as we have always known it is changing. Many would argue that is always has been – changing that is. Since the dawn of time, human beings…
A question I have been asking myself recently is: Would Net Promoter Score (NPS) be better if it’s scale only had three numbers? Now, before I get accused of heresy,…
I don’t agree with statements like “Net Promoter is now the worldwide standard for organizations to measure, understand and improve their customer experience”. I do however agree that organisations can use…
At the executive level, a leader's ability to build an effective team is probably the most important competence in the current marketplace. In reality it is the most important competence…
On Monday this week I had the absolute pleasure of spending a couple of hours talking about the subject I like best – you guessed it – Customer Experience. I…
While many workers are forced to compete against each other as individuals, collaborative projects can help to increase productivity as well as having a number of benefits for your employee’s…
https://pod.co/punk-cx/solve-customer-and-business-problems-faster-through-collaboration-interview-with-jacob-morgan Today’s interview is with Jacob Morgan, the Principal & Co-Founder of Chess Media Group, a management consulting and strategic advisory firm focused on collaboration. He has also authored of The Collaborative…
In 1985 Michael Porter published his book Competitive Advantage: Creating and Sustaining Superior Performance and 35 years later, his premise still lies at the beating heart of many organisations. But…
Have you ever been to a motivational lecture for self improvement, and said to yourself, "She makes it sound to easy." Then you get home, and it's oh, so hard.…
People are not afraid of hard work they are afraid of failure, and it’s this fear of failure that causes them to disengage because nobody wants to be involved in…