Are you an inspirational customer?
Customers should be better at providing meaningful feedback – and service providers should make it easier for them to do so Another caffeinated customer experience gave me a new perspective on feedback. I…
Wake up and smell the cologne… how are you inspiring your customers?
“Magic moments” are not the be-all and end-all of customer experience – but they are important Wednesday in Wimbledon – I’d say wet if I was seeking an alliterative effect…
The One Thing That Stops People Accepting Accountability
The blame game - it's so easy. When sh*t hits the fan, the easiest thing in the world is to point fingers and find some poor unsuspecting employee to blame. Hell, it's…
Live from the X4 Experience Summit, London
NextTen Managing Partners Nick Bush and Kym Hamer spent a day at the Qualtrics X4 Experience Summit in London last week. Here they spend 5 minutes discussing what impressed them…
Why you need to lead more and manage less
Practically every coaching client that I deal with who is having a hard time either because they are feeling overwork or overwhelmed are struggling with the same problem. They are spending too…
Having reservations
Recently I went out to see a show with some friends of mine and we followed this up with drinks and dinner. We had a great time. The show was witty, topical…
Don’t shoot the hamster!
Recently I was working with a client on helping them achieve some performance improvements. As we reviewed how one department was doing, my client picked up the phone and called the…
Timing matters
Building an audience to leverage “customer” timing
What is “customer timing”? In my previous article (https://bit.ly/2F1Cq0i), I talked about mapping the buying journey so that, as marketers, we could better help the customer through the process of…
Employee Engagement is not the Responsibility of the Employee. Here’s Why.
If I had a dollar for every time I had a leader tell me "I wish they had given me an engaged team" or "why can't my team be bothered…
Are customers the source of happy ever after?
Finland, it seems, is the happiest place on earth. Yes, the Finns have topped the charts this year in the UN’s latest World Happiness Report ahead of Norway, Denmark, Iceland…
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