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customer-centric

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

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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

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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‘More than just the product’ – the evolution from product centric to customer centric

‘More than just the product’ – the evolution from product centric to customer centric

  • Ian Golding
  • May 9, 2020
  • Article / Customer Experience / Featured

I recently read an interesting article about book stores. The very first sentence of the article stated: ‘Independent bookshops need to make readers feel special in order to compete in…

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The number 1 reason driving Customer Experience failure
epic FAil

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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Ten tell-tale signs that show you’re not that customer-centric

Ten tell-tale signs that show you’re not that customer-centric

  • Nick Bush
  • April 30, 2020
  • Customer Innovation / Top Picks

It’s not what you say, it’s what you do (or don’t) Are you customer-focused, customer-driven or customer-centric? If you’re any of those things that’s probably why you’re reading this, but…

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The importance of customer culture – an interview with Chris Brown

The importance of customer culture – an interview with Chris Brown

  • Ian Golding
  • October 9, 2019
  • Customer Experience / Interview

This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point…

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Want to change your culture? Go green…
Image by LoggaWiggler from Pixabay

Want to change your culture? Go green…

  • Nick Bush
  • September 7, 2019
  • Article / Customer Innovation

Taking lessons from permaculture may be the best way to create a sustainable culture change As Kermit the Frog memorably put it, “it’s not easy being green” as anyone will…

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Creating a customer first legacy

Creating a customer first legacy

  • Kym Hamer
  • February 23, 2019
  • Customer Innovation / Video

Christian Dior's customer-led approach created a poweful legacy Visiting the DIOR: Designer of Dreams exhibition in London this month I was stunned by room after room of glorious couture. But…

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Why you need culture not call centre training for customer-centric CX

Why you need culture not call centre training for customer-centric CX

  • Liliana Petrova
  • February 15, 2019
  • Article / Customer Innovation

You have some serious work to do before your customers experience your CX vision. First, you need to educate your organization on the core principles of customer experience. If the…

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