Why bother with customer journey mapping?
It’s a powerful technique, but only under certain conditions Be honest now: if I were to ask you where your customer journey maps are kept, could you – hand on…
Is democracy all it’s cracked up to be?
The UK’s Brexit debate is about democracy as much as its relationship with Europe. It's an important debate for workplaces too If you were trying to get around central London…
The Missing Link
Content connects customers with your brand Every piece of creative that you produce whether text, images or video and for social media, campaigns, TV adverts, call centre scripts or corporate…
How much of your content never gets consumed?
Having a centralised content strategy would help You have created an awesome video, written a gripping article or drawn a masterpiece. You publish to your website and social channels. Being…
Can customers win the fight against global warming?
Responsible use of data can help If there’s one thing that gets me going it’s being told I should change my behaviour in order to affect something of global significance.…
Jerks at work – now running a country near you!
You need industrial strength processes to ensure bullies get the boot Hearing the phrase “a damning report” on the one o’clock news is usually enough to get me to prick…
How to get your tentacles into Customer Engagement!
I'm often challenged by brands that want to engage their customers online. If only they could get past customers involved. And how? Especially if some large groups of customers are…
Get CX basics right and you don’t need to invest in “wow moments”
Liliana Petrova finds no amount of champagne can make up for poor service "Wow Moments" are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance,…
RoI from CX: it’s (not) the numbers, stupid!
The process by which you get them is just as important Are you frustrated at the lack of attention from senior management for your customer experience improvement programmes? Do you…
How to help people be their best, so they do their best work
Matteo’s story In 2002 Matteo Harvard experienced a life changing event. He suffered horrific injuries in a car crash. He was left partially disabled and severely traumatised. After months of…
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