C minus for CX?
Isn’t it time Customer Experience figured more in schools? Imagine for a moment that you are back in your teens and you are considering what you are going to do…
Customer Experience measurement: why it is vitally important but badly done
When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability…
Forget Best Practice – it won’t get you anywhere
Gaining a competitive edge requires you to go beyond accepted norms One of the values that I have always believed to be critical to customer experience is “the competitive edge”.…
The concept of logical thinking. Geometric shapes on a gray background. Business building concept.
Habituation and the risk to customer experience
I watched a really interesting TED talk by Tony Fadell, originator of the iPod, the other day. In it he was talking about a process called habituation and how it helps…
My beef with boards
I am a burger lover from way back. Not the global-fast-food-chain type of burger but full, messy fish-and-chip-shop burgers. Long sun-kissed days on the beaches of my childhood and adolescence…
The future of VOC measurement: Don’t let organisations do it themselves!
When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly healthy for there to be…
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…
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…