I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. I am also unlikely to be the last. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the 'tangible' value focusing on the Customer [...]
Let me set a couple of things straight before I even start this blog post. Whilst the title suggests that I am focussing on one particular industry, the essence of what you are about to read can apply to many industries and professions all over the world. I must also make it clear that I [...]
Whenever you start to talk about the concept of a 'customer centric culture', you run the risk of doing the following: Sounding as though you have magic powers that can 'change the world' Sounding ‘fluffy’ Sounding like a ‘consultant’ Now there is nothing wrong with any of those things in principle. I have always aspired [...]
