Introducing MapTrack.One: Adding accountability & predictability to the organisational approach to CX

Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of customer experience. Like me, Stefan leverages decades of practitioner experience to support businesses and customer experience professionals in a consulting [...]

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

Re-invention and innovation – why we should all admire Littlewoods

When was the last time you visited a Littlewoods store? Think about it........been a while? Well it would have been at least 8 years ago to be precise. It is all too easy to forget that this icon of British retailing disappeared from our high streets in the mid noughties. Unlike recent retail casualties though, [...]

By |2015-04-13T14:03:51+00:00February 4th, 2013|Customer retention and loyalty, Retail|1 Comment