customer experience commitment Archives

The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?
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The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?

CX Leadership, CX Professionals, CX Strategy

The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?

As a child growing up, no birthday party was complete without a rousing rendition of the Hokey Cokey. Also known as the 'Hokey Pokey' in some parts of the world, according to Wikipedia, it originates in a British folk dance, with variants attested as early as 1826. The song and accompanying dance peaked in popularity [...]

By Ian Golding|2016-11-30T06:29:03+00:00November 30th, 2016|CX Leadership, CX Professionals, CX Strategy|2 Comments

Customer Experience Commitment – 2016 Customer Centricity Research Findings
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Customer Experience Commitment – 2016 Customer Centricity Research Findings

Customer retention and loyalty, CX Professionals, CX Strategy

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 [...]

By Ian Golding|2016-06-14T11:52:13+01:00June 14th, 2016|Customer retention and loyalty, CX Professionals, CX Strategy|8 Comments