• What Sets The Best Customer Experience Companies Apart

    My first post for 2016 was written with companies in mind that were starting out on their customer experience journey. I advised them to focus on just one thing: making it easier for their customers to do business with them. Today, I’m writing for those companies that are further along that
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  • One Tip For 2016

    It's the beginning of a new year so no doubt you’ve already read a number of posts containing predictions, resolutions and trends for 2016. I know I have (and for what its worth my favourite so far has been the ever-reliable Annette Franz). I’m not going to jump on the
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  • More than a metric: Is this why some people hate Net Promoter Score?

    Today's post was written by Ebenezer Banful, a customer experience practitioner who has worked with many leading brands on culture change and customer experience. Net Promoter has been around now for about 12 years, but in some countries it’s just taking hold, so what will become of NPS in the
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  • The Secret To Making Your CX Initiative A Success

      The difference between your latest CX initiative being a flavour of the month buzzword with little effect and an embedded program that has lasting impact is good change management. Change expert John Kotter defines change management as: “an approach to transition individuals, teams, and organizations to a desired future
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  • Bad Profits Hurt Business

      “The purpose of a business is to create and keep a customer.” - Peter Drucker Not all profits are good profits. A bad profit is earned at the expense of customer relationships. It is one that leaves customers feeling misled, mistreated, railroaded or coerced and as a result resentful of
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  • 6 Sources of Customer Understanding

      Why are you in business if you are not focussed on helping customers achieve their goals? What’s the point of any innovation if it doesn’t add value to your customers in some way? Steve Jobs said “you have to start with the customer experience and work backwards” while Clay
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  • Strategy Recommendations for Organisations at Differing Stages of the CX Lifecycle

    INTRODUCTION No matter where you are along the Customer Experience journey, you can always be further along; you can always be doing something else to improve your CX. Annette Franz describes it as a never-ending journey and I’ve borrowed heavily from an infinity symbol for my company’s logo for the
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  • 4 Online Customer Service Mistakes (And How To Avoid Them)

    Today's post has been guest written by Ludivine Kasteleyn from iAdvize.   Be it over the phone, in person or via live chat, your customer service agents are the face of your brand. Their embodiment of your corporate identity will depend on the style of language they use and the
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  • The Best Brands Are Social

    If your customers are on social media (and 74% of all internet users are) then it makes sense for your company to be there as well. A social media presence provides companies with an opportunity to engage in a conversation with their customers. They can authentically promote themselves while listening
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  • The Little Things

    Today's post is written by Debbie Szumylo on the importance of viewing your business from the outside in and tending to the finer details. At least three times a week for the last three years, I have visited the drive-thru of a well known coffee chain on my way into
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