Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? [...]
Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As with any profession, it is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a [...]
Over the last five years, I have had the great pleasure of visiting the Gulf Region on several occasions. Even though I have never quite managed to turn my visits into vacations, I have always found the people I have met and the places I have seen, to be immensely welcoming, accommodating and interesting. From [...]
In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. Whilst the list of seven things is by no means exhaustive, in my experience, together they provide a remarkably solid foundation to embedding the right environment and [...]
As anyone with young children will attest, the well-known TV character 'Bob the Builder' is best known for coining the phrase 'can we fix it?', followed by the cry of 'yes we can!!'. True to these words, Bob and his trusty sidekicks, Scoop, Roley and Dizzy (among others), do indeed fix things. So what (I hear you [...]
Anyone who knows me will tell you that I love a good story. Storytelling is such a powerful way of bringing theories and concepts to life - if you are good at it, the use of stories as a way of inspiring others is second to none. Over the years, I have told a fair number [...]
If I am asked my opinion of the state of Customer Experience around the world, I make a number of rather bold statements. For example, I believe that whilst most organisations are now capturing and measuring Voice of the Customer in some way, the vast majority are measuring it incorrectly or badly. A bold statement [...]
Since I have been writing, summer holidays have been a regular feature in my posts. As someone who tends to use his own experiences to bring the principles of Customer Experience to life, this is not surprising! The following are my five favourite articles to date: 'We only want one room!' Will your summer holiday [...]
I have been positively influenced by many people and organisations over the years - in fact I continue to be on a daily basis. As well as being a big believer in the principle of 'simplicity', I am also an advocate of 'shamelessly stealing' ideas that make sense to me. Maybe the utilisation of ideas [...]
Before I start this post, I must first make a couple of sincere apologies. As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I acknowledge how lucky I am to go to [...]
