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 [...]

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

Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”?

In last month’s column, I asked the question, ‘Are you a Leader or a Follower?’ The question was a precursor to defining why Customer Experience needs good, strong leadership. You will need to read the article to determine if you agree! This month, I want to ask three connected but altogether different questions: What do [...]

By |2017-11-30T06:43:49+00:00November 30th, 2017|CX Leadership, CX Professionals, CX Strategy|0 Comments

Customer Experience 2017 Reality Check – Evolution or Revolution?

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: http://cxday.org On the 3rd October 2017, the world will once again celebrate [...]

WANTS and NEEDS – When it comes to customers do you really know the difference?

Last week, on more than one occasion, most of us would have heard someone saying, writing or shouting, words to the effect of ,"I just need Ryanair to get me to xxx!" Getting passengers to their chosen destination is the most basic of basic needs an airline is expected fulfil. In yet another PR disaster [...]

Taking Ownership – key to the success of your approach to Customer Experience

As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts. Whether you are revelling in the thought that summer is coming, or despairing at the reality of short days and long nights, the [...]

By |2017-09-12T09:23:38+00:00September 12th, 2017|CX Leadership, CX Professionals, CX Strategy, People|2 Comments

6 Things All Customer Centric Leaders Do

Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. It is no secret that I am a huge admirer of Jeff Bezos, the founder of Amazon – in May [...]

A (CX) Tale of Two Cafes, by Beth Richardson

In 1859 Charles Dickens wrote A Tale of Two Cities, where citizens rise up in revolution. As a teenager studying for A-levels, I spent many hours tearing my hair out trying to decipher it! This is not a tale of two cities, but rather of two cafes, and a quiet revolution where small businesses cannot [...]

By |2017-08-02T16:09:00+00:00August 2nd, 2017|CX Measurement, CX Strategy|0 Comments

Role model customer centric leadership: why I am a huge fan of Jeff Bezos!

Most human beings have a small number of people they consider to be their 'heroes'. For some, it is a relative - their mother, father, brother or sister, husband, wife or partner - it may be a long departed uncle who flew Spitfires in World War II. Others may have heroes from the sporting arena, [...]

How to Ensure Customer Experience is a Key Element of Your Business Strategy 

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. I must remind readers that the ‘tips’ are in no particular order – tip number five is no less important than tip number one – although [...]

By |2017-05-09T18:06:29+00:00April 19th, 2017|CX Leadership, CX Strategy|0 Comments