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 customer experience (CX) transformation - about the incredible work being done by a bank in Eastern Europe in their quest [...]
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, if not exhausting, journey. I have met thousands of committed and dedicated professionals who are passionate about doing what is [...]
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; and the ability to apply; the competencies that sit behind the profession that customer experience has become. Customer journey mapping [...]
Quality is the key pillar of excellence – one of the vital components enabling success in Customer Experience. Often, when we think about Quality, we instantly dive into something objective. Perhaps a physical product; objectives that are easy to measure; that we can standardize; and so on. This is validated by all standard business [...]
We are all customers. We buy products and services. We buy brands. When it comes to our own organizations, however, we disconnect our consumer self with our business self. “Out in the wild” we know that our customer experience is shaped by the perception we have in each interaction with a brand. In other words, [...]
I have often written about the fact I feel truly blessed to be able to practice my vocation on a daily basis. I am afforded the opportunity to see and experience so many different things, in so many different places. Whilst it is exhausting, I will never take for granted the opportunity this gives me [...]
The launch of my first book has finally become a reality! ‘Customer What? The honest and practical guide to customer experience’ was published at the end of April 2018. I would never have been able to achieve my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign [...]
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 [...]
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 [...]
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 [...]
