CX Heroes and Villains: one winner and many losers
Put your energy into CX not high prices HEROES: Kansas shop staff track down $1m lottery winner I loved this story from the USA. Shop staff at Pit Stop convenience…
Could you care more? Avoiding the Guaranteed Formula for Failure
Leading with compassion makes you a better leader How many times have you said “I couldn’t care less what they think” in relation to a work or personal matter? It…
Customer Success News Round-Up 11 June
The Next Ten Years looks at what's happening in customer success and related fields Design Thinking Is Improving Customer Experience and Getting Results for Brands It’s also positively affecting creativity and…
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…
Image: Nigel Thompson, licensed under Creative Commons CC BY-SA 2.0
Customer Experience Heroes and Villains: sourdough and sour commuters
Don Hales finds that attention to detail is the key to a great customer experience, but gets frustrated at the railways' continuing contempt for customers Hero: Marks & Spencer My…
Does mindfulness have a place in business?
If you want to be a better leader, the answer is yes According to Google, which offers employees a course on mindfulness meditation, and Lululemon, a company that keeps a Director of…
Building passenger confidence for customer success
Recognising the impact of hidden disabilities on passenger confidence levels at our airports makes ethical and business sense How can airports and airlines tell if someone is disabled? That’s a…
Net Promoter Score – what’s the point?
It all depends on the context An unwanted set of medical visits last week resulted in an equally unwanted set of follow-up texts. My local hospital trust “would like me…
Customer Experience: heroes and villains
Large organisations can make small gestures with a great effect. They can also fail the customer quite spectacularly Hero: stolen dog recaptured by an Amazon employee Just after a delivery…
Donating as an Investment
Charitable donation can be good for businesses large and small In a world where we increasingly choose to drink our lattes out of reusable cups, we tut (shamefully — but…
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