The cost of NOT focusing on Customer Experience

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 in 2017 – Collaborate, Educate, Simplify and Focus!

New Years Resolutions. Three simple words - simple words that many people all around the world have uttered at some point in their lives! As we usher in a new year, it is the perfect occasion for everyone to consider what they could/should/need to do differently in the forthcoming days, weeks and months. I, like [...]

By |2017-01-05T08:15:26+00:00January 4th, 2017|CX Professionals, CX Strategy, Uncategorized|3 Comments

How NOT to ask for customer feedback: a shocking example from Sky TV

Having been involved in the world of Customer Experience for many years, nothing should really surprise me - I have very much witnessed the good, the bad and the ugly of business behaviour. However (there is usually one of those in my posts!!), every now and then, something happens to me or someone in my network [...]

Customer Experience Professionals: Why We Do What We Do

Ben Motteram (BM), Ian Golding (IG) and Karl Sharicz (KS) are three Customer Experience (CX) professionals living on three different continents, all members of the Customer Experience Professionals Association, (CXPA) and each possessing the passion and the tenacity to make a difference in the lives of people and businesses around the world through a disciplined approach [...]

By |2016-11-17T08:17:01+00:00November 17th, 2016|CX Leadership, CX Professionals, CX Strategy, Uncategorized|1 Comment

The CX Position – Where should CX sit in your organisation? by John Morris

A few months ago we kicked off some research based on the 6 key customer experience elements referred to as the 6 Ps principles. These were discussed in a recent article posted on MyCustomer.com. The 6 Ps qualitative research sets out to determine the extent of the influence on the success, or otherwise of Customer [...]

By |2016-11-03T15:53:46+00:00November 3rd, 2016|CX Leadership, CX Professionals, Uncategorized|1 Comment

Customer Experience: The Differentiation Battleground

The Golding family car - a Renault Grand Espace we affectionately call 'the beast' - is reaching the end of its life. Despite transporting us to all corners of the UK; the entire length of France; and from La Coruna to Barcelona and Menorca in Spain; all good things come to an end. We have both [...]

By |2016-11-03T15:02:12+00:00October 17th, 2016|Uncategorized|14 Comments

Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle

As someone who spent 17 years working in a corporate environment, I have experienced enough metaphors and analogies to last me a lifetime. Often, the use of both come across as either patronising, irritating, or indeed both!! That being said, in reality, I am actually as guilty as using them to get a point across [...]

Why Have We Stopped Listening to Our Customers? Guest post by Stephen Hewett

Although I have spent a long time working with clients in the customer experience sector, I think it's vital that we continually challenge the way we listen to and understand our customers. Over the last few decades, as the power of the computer has increased and we can gather more and more data about customers, [...]

By |2016-09-30T06:53:23+00:00September 30th, 2016|CX Measurement, Uncategorized|1 Comment

For Customer Experience Success, Avoid Putting Square Pegs in Round Holes

The sixteenth article for my column on Customer Think sees me create the longest title of the lot! During my career, every time I have had to endure…. I mean enjoy the pleasure of a job interview, I have always wondered just who should be interviewing who! Whilst most companies would make me feel that [...]

By |2016-09-21T16:21:29+00:00September 21st, 2016|CX Leadership, People, Uncategorized|0 Comments

The importance of EARNING authority as a Customer Experience Professional

During my career as a Customer Experience Professional, my opinions, points of views and suggestions have been rebuffed on many an occasion. I have been accused of being lots of things over those years – from being ‘emotionally immature’, to ‘ignorant’, to perhaps the most humiliating of all – ‘insignificant’! At the time, the branding of me [...]