Have you bought your own product?
Aly Richards finds it's the best way to understand the competition Have you bought your competitor's product? This might sound like madness, you probably do competitor analysis if not regularly…
Photo by Vasily Koloda on Unsplash
CX: please can we have some excitement?
Imagine for a minute you are tasked with improving customer experience in your company. What would you try to achieve? You know you need to achieve demonstrable results and you…
Show me the money
Good customer experience leads to commercial success. And John Sills finds that means making it easy for customers to join you If you’ve been within earshot of me in the…
Customers hate badly managed communications
Try putting yourself in your customers' shoes When was the last time you thought about the way in which your business communicates with your customers? Not what you are saying…
The CX Rap Sheet: we name the guilty in their crimes against the customer
Learning from other people’s mistakes We’ve been pleased to feature Don Hales’ Heroes and Villains series on The Next Ten Years and Don has bemoaned the fact that he gets…
Is your business built on “alternative facts”?
It’s a natural tendency, but you should worry about the consequences Like many people I’m sceptical about the labelling of what people – typically leaders of superpowers, or journalists –…
Understanding the myth of the single metric
Like a high performance car, multiple actors and sensors need to be understood Morris Pentel's recent article opened up a very important portal into the shadowy world of metrics. Not…
Build a community and you won’t need customers
Instead, you’ll have committed fans who’ll go the extra mile for you Here’s a heart-warming story from my recent holiday – and I promise it’s the last for now –…
‘App-y holidays still require the personal touch
The hand-held holiday is almost here My wife and I are in the basement of an apartment hotel on a sweltering July afternoon in a town east of Milan. It’s…
How NOT to communicate with customers
Why do so many businesses make us feel like we are not important - every day? I have had recent customer experiences with major companies that have left me feeling…
- Go to the previous page
- 1
- …
- 6
- 7
- 8
- 9
- 10
- 11
- 12
- …
- 14
- Go to the next page