I bought a painting recently. It was something of a celebratory purchase - my business has grown exponentially in the last few months, I’ve launched a second business in the…
One of the less stressful aspects of COVID-19 lockdown constraints has been the increased amount of birdsong and, I think, more birds in our tiny back garden. Encouraged by recent…
When you think of the UK’s National Health Service (NHS) then excellent customer relationship management is probably not the thing that springs to mind. Talk to any UK citizen and…
RETAIL APOCALYPSE! It’s a nice little catch phrase that journalists love to use to get attention, and describe the well-reported and very real challenges of the retail industry - usually…
It's time for an upgrade I have sat in an increasing number of meetings in the last months where business heads have asked the same question: “don’t you think that…
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…
I spoke at the Corinium CCO Fall Conference. One of the discussions we had was on the very popular topic of NPS and its efficacy to gauge customer satisfaction. We…
Getting a realistic view on the rise of the machines means being aware of the hype cycle Film buffs will know that this year marks the 50th anniversary of Stanley…
I was recently involved with a product where the project team was responsible for delivering the 1st Minimum Viable Product (MVP). Product Plan defines a MVP as a product with…
Examining the evidence shows that Lean has a way to go to enable customer-centricity I once made this statement to a group of Lean Six Sigma Master Black Belts. I…