Wake up and smell the cologne… how are you inspiring your customers?
“Magic moments” are not the be-all and end-all of customer experience – but they are important Wednesday in Wimbledon – I’d say wet if I was seeking an alliterative effect…
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…
Are customers the source of happy ever after?
Finland, it seems, is the happiest place on earth. Yes, the Finns have topped the charts this year in the UN’s latest World Happiness Report ahead of Norway, Denmark, Iceland…
Wessex Water: using complaints to put the customer first
In this podcast, Nick Bush talks to Alex Russell-Rutherford a customer experience lead at UK utility company Wessex Water. Alex and his team recently won an award at the UK…
Why you need culture not call centre training for customer-centric CX
You have some serious work to do before your customers experience your CX vision. First, you need to educate your organization on the core principles of customer experience. If the…
Lynn Hunsaker: creating aligment for CX success
In the first of our podcast interviews, Charles Bennett talks to ClearAction Continuum founder Lynn Hunsaker. Their discussion starts with a recognition that the majority of customer experience transformation efforts…
Will customer experience survive Brexit?
The UK’s Brexit crisis means more investment in CX not less I write this article from a country under siege. For months the UK has been in the grip of…
The death of high street retail? Bring it on!
The survivors of "retail hell" will be those that are prepared to change the way they think about customer experience Reports of the death of the high street may have…
Subway CX kills chivalry in NYC
Liliana Petrova finds that the New York City subway's customer experience makes customer behaviour worse Brands with values inspire customers who interact with them. Nike encourages us to be brave and embrace…
Whose clock are you on?
Customer journey designs ignore the customer clock at their peril Unless you’re afflicted by a particular neurosis you probably don’t spend every minute of the day counting down the time…
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