All CX professionals have a plan. It is what defines us as passionate leaders in our field. We have multiple ideas in our minds of what we want to do and how we want to do them when we enter an organisation for the first time. Joining an organisation at the start of its CX journey is a little like putting [...]
In May 2012, I was fortunate enough to be able to present at the inaugural Customer Experience Strategy Summit in London. I was asked to speak on the subject of the customer experience (CX) measurement – a subject that is very close to my heart. On Sunday, Business Reporter produced a special report on the [...]
This weekend I received an email from Starbucks. The title of the email was 'My Starbucks Idea'. I was made aware of this initiative a couple of years ago - a genuine proactive initiative to involve customers in a discussion to essentially make Starbucks better. A tool to ensure that customer feedback is used positively and [...]
For the last 20 years, Tesco has moved indomitably to become the UKs largest retailer. From being just a successful supermarket, Tesco now sells everything from mobile phones, to printer cartridges, to the latest designer fashions. Tesco even has its own bank. In becoming the giant it has today, Tesco stores have popped up like [...]
