Is your organisation interconnected? The employee – customer chain

I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of countries I have worked in over the last 6 years will hit the 40 mark. However, whilst I will never take for granted how lucky I am being able to travel [...]

Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”?

In last month’s column, I asked the question, ‘Are you a Leader or a Follower?’ The question was a precursor to defining why Customer Experience needs good, strong leadership. You will need to read the article to determine if you agree! This month, I want to ask three connected but altogether different questions: What do [...]

By |2017-11-30T06:43:49+00:00November 30th, 2017|CX Leadership, CX Professionals, CX Strategy|0 Comments

Connecting People: The Key to Customer Centric Leadership

Over the last 22 years, I have worked in and with businesses of all shapes and sizes, across multiple industries, all around the world. I secured my very first full-time job in the financial services industry in 1995. Among others, I was interviewed by the company chairman and the managing director. At the time, as [...]

By |2017-07-26T07:24:57+00:00July 26th, 2017|CX Leadership, CX Professionals|2 Comments

Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability of a company to robustly and continuously capture a ‘fact based’ understanding of how capable they are of meeting customer needs and expectations is critical [...]

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+00:00April 27th, 2016|CX Professionals, CX Strategy|1 Comment

The importance of persistence – why Customer Experience can only work if it is part of a long term business strategy

There are a number of things that comprise the characteristics of great Customer Centric leaders – courage; vision; passion; authenticity; humility; belief; are just some of them. I am sure you can think of more as well. There is no doubt that I could write about each one in turn! However, one further characteristic always [...]

By |2016-04-20T06:00:36+00:00April 20th, 2016|CX Professionals, CX Strategy|0 Comments

Do You Have a Funny Bone? The 3 Vital “Bones” Required by All Customer Experience Leaders!

It is with great pleasure that I enter my second calendar year as a CustomerThink Advisor. This year the focus of my exclusive column is evolving – from a generic view of the importance of doing the right thing, for customers and employees to a more specific focus on skills. In 2016, this column will [...]

By |2016-02-17T14:40:59+00:00February 17th, 2016|CX Professionals, People|0 Comments

People – Never Underestimate How Important They Are in the World of Customer Experience

Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. Whilst many of the issues I faced were as a result of poorly designed and managed customer [...]

Re-defining NO! Re-focusing your people on the art of the possible

One of the most overused words in the English language is also one of the shortest. In the context of Customer Experience, it is extremely likely that this word is regularly used when an unsatisfactory experience is ‘endured’ by a customer. The word NO contains only two letters, yet its meaning can have serious ramifications [...]

‘Yes you can!’ – Doing the right thing for customers does not have to be difficult – it is just normal!

For the last three years, anyone who has followed my writing exploits will be fully aware that I am keen on sharing a story or two…or three…or four!! I have always believed that a good story can bring to life any theory and when it comes to the world of Customer Experience, the power of [...]