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How designing a customer experience culture leads to sustained commercial success – a whitepaper by Cranfield School of Management and Pelorus Jack

‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management, explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success. They draw on years of proven operational expertise and the know-how of The Walt Disney Company, whose [...]

By |2018-07-24T11:41:02+01:00July 24th, 2018|CX Culture, CX Leadership|0 Comments
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So What?! There are plenty more customers where he came from!

Since I published my new book at the end of April, I have intentionally held off adding to my social media content. In fact this post will be the first in June 2018! The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience [...]

By |2018-06-26T06:25:16+01:00June 26th, 2018|Customer Journeys, Customer retention and loyalty, CX Culture, CX Leadership, CX Reviews, Recovery|0 Comments
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Transform or Die! Business Transformation is No Longer Optional

We live in a business world full of disruption. Whether you work in financial services, manufacturing, logistics or retail, no business today can ignore the rapid pace of change facing us all. Very much led by the never-ending advancement of digital technology, the business landscape and the challenges facing it, seem to change on a [...]

By |2018-05-22T04:39:33+01:00May 22nd, 2018|Customer retention and loyalty, CX Leadership, CX Strategy, Financial Services, Recovery, Retail|0 Comments
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Customer unhappiness and how to create it. A masterclass by Emirates

Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they are far from being alone in any industry around the world at creating masterclasses in customer dissatisfaction. The airline industry does seem to excel at providing examples of shocking and [...]

By |2018-03-19T08:37:35+00:00March 19th, 2018|Communication Channels, CX Leadership, People, Recovery, Travel|1 Comment
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The Customer Experience Million Dollar Question: Will my customer come back?

I make no secret of my love for all things culinary. In fact, if I did not also have a passion for running, I would quite literally be the size of a rather large house! Like everything else we do as human beings, the 'eating out' experience is made up of several stages and touch [...]

By |2018-02-27T06:11:39+00:00February 27th, 2018|Customer Journeys, Customer retention and loyalty, CX Culture, CX Leadership, Uncategorized|1 Comment
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Resourcing up the silos – Beth Richardson investigates the world of customer experience job vacancies!

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And they hold businesses back. In the last month alone, 1000s of words have been published on this very subject by the likes of LinkedIn, HBR and Forbes. But whilst all this earnest commentary is [...]

By |2018-02-13T11:31:25+00:00February 13th, 2018|CX Leadership, CX Professionals, CX Strategy, People|8 Comments
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The customer conniption! Identifying the ‘final straw’ moment

Every day, every week, every month, every year, I learn something new. It is one of the reasons I obsess with calling myself a ‘specialist’, not an ‘expert’. Specialists never stop learning and I am regularly reminded that there nuggets of knowledge waiting around every corner. A few weeks ago, a fellow Customer Experience Specialist [...]

By |2018-02-09T10:07:36+00:00February 9th, 2018|Customer retention and loyalty, CX Culture, CX Leadership, People|2 Comments
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Understanding the Employer Journey — The Employee Engagement Loop

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. Like me, James regularly comes across organisations who talk about ‘putting the customer first’ – a statement that is hard to [...]

By |2018-01-29T07:17:43+00:00January 29th, 2018|Customer Experience Training, CX Leadership, People|1 Comment
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Customer Happiness: the story of the Gulf Customer Experience Awards

2018 is the first calendar year in my career as a global customer experience specialist that I have looked forward more in hope than expectation. My last article of 2017 explained why I have a number of concerns regarding the evolution of Customer Experience around the world. So as I boarded my flight to Dubai [...]

By |2018-01-18T12:04:10+00:00January 18th, 2018|Customer Experience Training, CX Leadership, CX Professionals|0 Comments
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Customer or Hostage? The unfortunate story of the UK passenger rail industry

If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy - from the commuting perspective that is. Travelling to and from work can rarely be described [...]

By |2018-01-12T09:04:03+00:00January 12th, 2018|Customer Journeys, Customer retention and loyalty, CX Leadership, Regulation, Travel|3 Comments
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