The concept that will change your view of Customer Experience forever
If Customer Experience was a person then it would remind me of the people in funeral plan adverts. They are sprightly, active and relevant but the signs of old age…
Who is accountable for making the customer agenda really work?
It's probably down to one person Last week one of my customers asked me a question: why are respected practitioners commenting that Customer Experience is failing? It’s not a question…
The 7 pillars of customer experience
A comprehensive approach to CX minimises objections Does this issue sound familiar? “We’d like to accelerate our customer experience programmes but it’s very complex and so many things are getting…
The desire to make a difference in creating a customer-oriented culture
This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point…
United CEO does not care about customer’s happiness. Really?
Lately, I have been thinking about United Airlines. In the beginning I was thinking about them, because I was asked if it is possible to build a customer-centric culture in…
CX skills builders: own the customer experience
Often, Customer Experience professionals do not believe that they can improve customer experience by impacting the experience design for their customers. Why? What causes this disconnect? I once got a…
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…
Webinar: Bringing CX into the boardroom
In this informative webinar, produced by professional networking organisation InTouch, NextTen's director of delivery Nick Bush offers some useful advice on how to power up boardroom discussions by putting the…
Are you making CX too much of a hard sell?
Make it easy for your stakeholders and your job will become easier too Selling sand to Saudis? Carrying coals to Newcastle? Or just trying to convince your senior stakeholders to…
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…