Five great tips to grab senior management attention on CX
You need to brush up your sales techniques to get the right focus Have you heard any of these from senior stakeholders in some shape or form? “I have 25…
Image by Colin Furze, licensed under CC BY 2.0
Five good reasons to fire your worst customers
We've all heard the expression the "customer is always right," which isn't necessarily true. More importantly, we need to understand that not every customer is the right customer for us.…
‘CX is the future’ – Microsoft conference
A great day of varied speakers today. The common thread that ran through the conference, as pointed out by chair Ian Golding was how to manage and balance the polarisation…
Customer success: the cornerstone of “21st Century Capitalism”
It would work just as well for socialism too It’s party conference season in the UK at the moment, a few weeks where I get a morally-dubious pleasure in watching…
Do you really need to be customer-friendly?
Don't confuse being customer-centric with being customer-friendly It’s those four little words. So many senior execs have uttered them in some shape or form in virtually every first meeting I…
Image: NASA/JPL-Caltech
When disruption strikes, will you be ready?
Best to assume it’s a constant feature of business Picture the scene: an early 21st Century music industry boardroom where a young executive is trying to convince his senior management…
Have you bought your own product?
Aly Richards finds it's the best way to understand the competition Have you bought your competitor's product? This might sound like madness, you probably do competitor analysis if not regularly…
An incredible personal brand
Gordon Tredgold, NextTen Director of Customer Experience Leadership, recognised Our resident leadership expert Gordon Tredgold has just been selected by Influencer Marketing Hub as one of their Top 12 Incredible Personal…
Photo by Vasily Koloda on Unsplash
CX: please can we have some excitement?
Imagine for a minute you are tasked with improving customer experience in your company. What would you try to achieve? You know you need to achieve demonstrable results and you…
Want more engagement? Find your Champions
The future of employee engagement is in-house Champions. Google does it, SAP does it, Even little companies do it, Let’s do it, let’s get a Champion (with apologies to Cole…
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