Time to look at culture from an employee's point of view A couple of years ago, I attended a evening of talks at China Exchange, a charity based in London’s Chinatown whose mission it is to create ways of exploring…
Customer Outcome Management will fundamentally change the approach you take - to everything. In my earlier article, I introduced the concept of outcome-based thinking. It’s best illustrated by an example…
If Customer Experience was a person then it would remind me of the people in funeral plan adverts. They are sprightly, active and relevant but the signs of old age…
This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example of an Old Navy sales associate’s employee experience in…
“Every relationship requires listening no matter the nature of relationship” - this is the key take-away that stuck with me from a webinar I attended about the importance of Artificial…
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…
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…
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…
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…
It's probably down to one person Last week one of my customers asked me a question: why are respected practitioners commenting that Customer Experience is failing? It’s not a question…