Escaping the deserted island of strategy. A Customer Experience perspective from Manuela Pifani

As many of my followers are aware, one of the highlights of my year is having the honour of participating as a judge at the UK Customer Experience Awards. Three years ago, when Manuela Pifani entered the judging room, I expected to be impressed, but was not expecting to be overwhelmed. Manuela is one of [...]

By |2018-02-12T11:48:59+00:00February 12th, 2018|CX Culture, CX Leadership, CX Professionals|1 Comment

How to Ensure Customer Experience is a Key Element of Your Business Strategy 

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. I must remind readers that the ‘tips’ are in no particular order – tip number five is no less important than tip number one – although [...]

By |2017-05-09T18:06:29+01:00April 19th, 2017|CX Leadership, CX Strategy|0 Comments

Customer Experience: it goes both ways… or does it?!

I am often asked how I can conjure up a topic to write about on a weekly basis. Do I have a plan? Do I keep a long list of pre-defined article subjects? Is there a website to stimulate blog ideas? The answer to these questions is ‘no’! In all honesty, my writing is very [...]

Waterstones – Is it right to do whatever it takes to improve the business AND the Customer Experience?

I like writing articles that pose a question in the title. When I read articles written by others who also use this technique, I am very tempted to answer the question before reading any further. If you have done just that on this occasion, what was your answer? If you answered 'yes'; or, 'of course'; [...]

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? [...]

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 [...]

Find, Win, Keep: A simple customer centric business strategy

I have been positively influenced by many people and organisations over the years - in fact I continue to be on a daily basis. As well as being a big believer in the principle of 'simplicity', I am also an advocate of 'shamelessly stealing' ideas that make sense to me. Maybe the utilisation of ideas [...]

Customer Experience Sustainability: don’t let your CX house fall down!

Have you ever wondered why it is still more common than not for us to have to endure experiences as a customer that fail to meet our basic expectations? On an almost daily basis, customers are faced with companies across a multitude of industries who fail to deliver promises; provide service from employees with a less [...]

Developing Your ‘North Star’ — The Importance of Clarifying Your Purpose

The North Star has been used for the purposes of navigation for centuries. Acting as a guiding light, people have used its brightness and prominence in the sky to ensure they are travelling in the right direction.  The principle of the North Star works as a fantastic analogy in the world of business. In this [...]

By |2016-04-27T07:37:02+01:00April 27th, 2016|CX Professionals, CX Strategy|1 Comment

The ‘burning platform’ Customer Experience misjudgment: Do something about it now before it’s too late!

As the proud owner of a beautiful Victorian house, my wife Naomi and I know full well the challenges that looking after such a valuable, historic asset entail. Built in the late 1800's, the house has required numerous 'makeovers' over the decades to maintain its grandeur. Maintaining it is not easy (or cheap) though. There [...]

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