My beef with boards
I am a burger lover from way back. Not the global-fast-food-chain type of burger but full, messy fish-and-chip-shop burgers. Long sun-kissed days on the beaches of my childhood and adolescence…
Customer Experience measurement: why it is vitally important but badly done
When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability…
The future of VOC measurement: Don’t let organisations do it themselves!
When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly healthy for there to be…
Having reservations
Recently I went out to see a show with some friends of mine and we followed this up with drinks and dinner. We had a great time. The show was witty, topical…
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…
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”.…
Voice of Customer and Big Data will never be your key differentiator!
You may get insight but don’t expect to innovate How are you getting insight on your customers that is deeper than your competitors? How well is it working? Are these…