Is your customer retention approach all wrong?
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…
NPS Best Practices
I spoke at the Corinium CCO Fall Conference. One of the discussions we had was on the very popular topic of NPS and its efficacy to gauge customer satisfaction. We…
AI: are you being duped by Google’s Duplex?
Getting a realistic view on the rise of the machines means being aware of the hype cycle Film buffs will know that this year marks the 50th anniversary of Stanley…
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”.…
How do you determine your Minimum Viable Product (MVP)?
I was recently involved with a product where the project team was responsible for delivering the 1st Minimum Viable Product (MVP). Product Plan defines a MVP as a product with…
“Most Lean service programmes don’t deliver much value to the customer”
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…
By Kamyar Adl via Wikimedia Commons
Want to get results? Stop being results-driven!
Remove the obvious and focus on the meaningful Look through any selection of LinkedIn profiles and you’ll find the usual array of chest-beating descriptions of people’s skills and attributes. I’m…
10 Stats Linking Employee Experience with Customer Experience
Great employee experience drives great customer experience I ran across an infographic in a Forbes article recently, exploring the 10 stats linking employee experience to customer experience. It really is…
Man making his next move
Why you need a defined culture to do CX right
When designed and built correctly, customer experience expresses an organization’s brand. So, if your brand identity is playful and your copy has a witty voice, your space design is less formal. …
The One Thing You Need To Understand About Your Company’s Culture
Changing corporate culture is hard, and many companies make it even harder by not understanding the different segments that make up their company. https://youtu.be/8cZBjXbr6tA In every company, there are different…