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”.…
Has your CX transformation stalled?
The good news is that you’ve embarked on a customer experience transformation journey. The bad news is that you don’t think your organization has evolved as much as you’d hoped…
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…
Ten tell-tale signs that show you’re not that customer-centric
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…
The risks of taking loyal customers for granted
One would always assume that the more loyal the customer, the better service they may expect to receive from the organisation they have been so loyal to. You would not…
Would NPS be better if its scale only had three numbers?
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,…
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…
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…
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…