Customer What?
Customer What? The honest and practical guide to customer experience
Now, more than ever, should be a wonderful time to be a customer. I have observed, and been part of, a tidal wave of focus on customer experience, as businesses have increasingly recognised that doing the right thing by their customers, and actively managing the experience, might make sense.
Ian’s Latest Articles
Making Customer Experience Fun! The Budapest Bank CX Crossword Puzzle
Before you start reading this post, I must make it clear that whilst the centrepiece of it is about a game, the real story is much, much more than that. This is a post about [...]
CEMantica – turning sticky notes into actionable insights
For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. It has been an amazing, [...]
Customer Journey Mapping – are ‘static’ maps a waste of time and money?
If you have ever heard me speak, or read something I have ‘penned’, you will know that I am a huge believer in the application of the ‘science’ of customer experience – an understanding of; [...]