Engaging your people with CX: Introducing the Customer Experience Game

  A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. In other words, they ‘understand’ what CX is, but do not [...]

Whose job is it anyway? The importance of accountability in the world of Customer Experience

I absolutely love it when people share things with me that I have never come across before. It is why I am so adamant about calling myself a 'specialist' - not an expert - as I spend my life continually learning. Every day; every week; every month; every year; I enjoy continually evolving my specialism [...]

By |2017-07-12T13:04:42+01:00July 12th, 2017|CX Leadership, CX Professionals, People|3 Comments

The 14 Leadership Principles that Drive Amazon

Over the last five years, a small number of organisations have featured multiple times in my writing. In the vast majority of cases, I have used these businesses as a way of bringing to life global best practice in the field of Customer Experience Management. It is inspiring to be able to share insight and [...]

By |2017-07-05T06:13:36+01:00July 5th, 2017|CX Leadership, CX Professionals, People|1 Comment

How Getting Recognition and Building Authority Can Advance Your Customer-Centric Culture 

When I first conceived the idea for the article I wrote in my exclusive CustomerThink column in October 2016, I did not think I would be able to continue writing about the subject matter, seven months later! My seven ‘tips’ that will enable any organisation to become genuinely customer centric, have allowed me to share [...]

Communication — Essential to Creating and Sustaining a Customer-Centric Culture 

  Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Each article has taken me on a personal journey, delving into my own experiences of putting into practice (with varying degrees of success), the things I continue to [...]

Customer Experience – that’s all just fluffy nonsense, isn’t it?

For much of my career, I, like many of my peers, have had to suffer what I like to call the 'rolling eyes phenomenon' on numerous occasions. Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the 'rolling eye phenomenon' often occurs when someone like me, a Customer [...]

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, [...]

The power of the recruitment process for successful brands – by Kate Baird and Jo Van Riemsdijk

As specialist Customer Experience recruiters we’ve dealt with many sectors across the UK over the last five years – among them financial services, utilities, publishing, education, health & wellness and facilities management.  In all these sectors, the process of recruitment provides a surprisingly clear window into a business, capable of leaving a lasting impression [...]

By |2017-05-10T12:53:15+01:00May 5th, 2017|CX Leadership, CX Professionals, People|0 Comments

Lack of Common Sense: Continuing to Destroy Customer Experiences Around the World!

In April 2014, I wrote an article entitled, 'Common Sense - The Not So Magic Customer Experience Ingredient' - If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. In truth, I could have written a 500,000 word white paper listing hundreds [...]

The Human Experience (HX) – the result of all other experiences

There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings. I know that often human beings [...]

By |2018-10-04T08:06:19+01:00April 4th, 2017|CX Leadership, CX Strategy, People|5 Comments