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…
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…
The concept that will change your view of Customer Experience forever
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…
Has your CX transformation stalled?
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…
‘More than just the product’ – the evolution from product centric to customer centric
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…
epic FAil
The number 1 reason driving Customer Experience failure
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…
Customer-centric culture starts at the top
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…
Who is accountable for making the customer agenda really work?
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…
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