Customer Experience Commitment – 2016 Customer Centricity Research Findings

When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. The problem with my subject, is that very often, there is no right answer! However, over the last couple of years, I have started to conduct my own independent research: In 2013, I published the [...]

Customer Centric Culture – putting theory into practice

This article was originally written for my exclusive column on – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. I speak and write regularly about the increasing addition of the word ‘customer’ to the typical vocabulary of business leaders. CUSTOMER service; CUSTOMER [...]

Customer Service; Customer Experience; Customer Centricity – what is the difference between them?

It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service Customer Experience Customer Centricity I say that they are becoming increasingly visible - in reality, organisations have been throwing them all around like 'confetti' for many years now. To a degree, all of them have merged [...]

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