We identify five actions to get on the road to customer-centricity Customer Experience (CX) is apparently stalling around the world. The concern started with Forrester’s annual US Customer Experience Index…
Put your energy into CX not high prices HEROES: Kansas shop staff track down $1m lottery winner I loved this story from the USA. Shop staff at Pit Stop convenience…
Leading with compassion makes you a better leader How many times have you said “I couldn’t care less what they think” in relation to a work or personal matter? It…
The Next Ten Years looks at what's happening in customer success and related fields Design Thinking Is Improving Customer Experience and Getting Results for Brands It’s also positively affecting creativity and…
You may get insight but don’t expect to innovate How are you getting insight on your customers that is deeper than your competitors? How well is it working? Are these…
Don Hales finds that attention to detail is the key to a great customer experience, but gets frustrated at the railways' continuing contempt for customers Hero: Marks & Spencer My…
If you want to be a better leader, the answer is yes According to Google, which offers employees a course on mindfulness meditation, and Lululemon, a company that keeps a Director of…
Recognising the impact of hidden disabilities on passenger confidence levels at our airports makes ethical and business sense How can airports and airlines tell if someone is disabled? That’s a…
It all depends on the context An unwanted set of medical visits last week resulted in an equally unwanted set of follow-up texts. My local hospital trust “would like me…
Large organisations can make small gestures with a great effect. They can also fail the customer quite spectacularly Hero: stolen dog recaptured by an Amazon employee Just after a delivery…