‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report

'Customer Excellence is here: it's just not evenly distributed yet'. A fantastic quote that I wish I could claim was mine! Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one. The quote is in fact the very first line of the executive summary of this years Nunwood UK [...]

By |2015-04-13T15:33:36+01:00October 21st, 2014|Customer retention and loyalty, CX Measurement|0 Comments

STRATEGY – MEASUREMENT – PEOPLE: a simple framework for managing customer experience

Understanding, managing and improving the customer experience is a skill set that has led to the formation of a new profession. The proliferation of customer experience professionals has led to the creation and adoption of a variety of methods, techniques and approaches to putting the customer at the heart of the organisation. Many 'customer experience [...]

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