A few weeks ago, Canada, the US, some of the Caribbean islands and Liberia celebrated Thanksgiving. Originally celebrated as a day of giving thanks for the blessing of the harvest and of the preceding year, it is a day when families come together and humbly count their blessings.
We don’t celebrate it in Australia and I think that’s a shame. So instead, I like to use Christmas as a time for giving thanks for all the good things in my life. Its advice that I pass on to my clients: use your Christmas cards to thank your customers for doing business with you over the last year.
So in my last post for 2016, I want to say thank you to you.
Thank you for reading, commenting, and sharing CXpert’s posts. Thank you for subscribing to my blog. Thank you for simply sharing my passion for improving employee engagement and customer experience.
I truly believe the only sustainable competitive advantage is derived from the provision of a superior customer experience and that in the end, it will be the only differentiator between firms.
I’ve been asked what my favourite post this year has been. Whilst there have been many I’ve enjoyed researching and writing, none were more satisfying than If You Want Raving Fans, Act Like A Great Artist.
The post’s genesis came from a chance encounter with Australian pop singer Delta Goodrem at a baggage carousel in Sydney airport. I watched her take time out of her day to interact with a small fan and realised that if businesses followed the lead of some of the world’s biggest artists, maybe they too could cultivate in their customers the kind of adoration that fans have for their musical idols.
So I set about looking for all the parallels and lessons that could be learned from the music industry. The resulting post has easily been my most popular to date being viewed and shared thousands of times. It also made it into Shep Hyken’s Top 5 Customer Service Articles for the week of June 6, 2016 which was a huge honour.
So again, thank you for reading this year. I’ll be back with a new post to educate, inspire and inform you in February.
Until then, I hope you have a wonderful Christmas surrounded by family and friends and that 2017 brings you happiness, success and prosperity.
All the very best,
“Gratitude can transform common days into thanksgivings, turn routine jobs into joy, and change ordinary opportunities into blessings.” – William Arthur Ward
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader
I recently provided an interview to Jared Cornell of ProProfs Chat where we explored areas like customer-centric strategies, emotional intelligence and the
"Where do you start when developing a customer experience strategy?" I was recently asked this question by a friend of mine