Blog
Ben Motteram
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Be Transparent
(Image courtesy of Pixabay) A lot of times when people talk about improving CX they speak in terms of large, sometimes ambiguous goals.…
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Customers Going Rogue
Social media has effectively turned customers into broadcasters. We all know the old statistics that a satisfied customer will tell 2-3 people about their…
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When Service Goes South
I read a story this week about a restaurant customer who posted a negative review on Yelp which the owner of the restaurant then…
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Values, Vision, Mission
(Image courtesy of Unsplash) Why does your company exist? If you answered “to put food on the table”, you need to look deeper. The…
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Customer Experience vs Sales & Retention
I’ve written in the past about the benefits of following a CX strategy and Watermark Consulting did some great analysis a couple of years…
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Passion and Commitment
I truly believe that customer service people are some of the most passionate to be found in any organisation. Their commitment to customer satisfaction…
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CXM’s – Talk, Talk, Talk
(Image courtesy of Unsplash) A Customer Experience Manager (CXM) should be gregarious by nature. Your job is to make people feel cared about…
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How Telstra is Changing Customer Perceptions
The CEO of Telstra, David Thodey, joined the company in 2001 after 22 years at IBM. He was elevated to the position of CEO in…
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Employee Engagement & CX Delivery
In a previous post I outlined the importance of having engaged staff in your quest to deliver exceptional customer experience. Staff need to be…
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Customer Feedback – 6 Guidelines
A cornerstone of any customer experience management program is the solicitation and receipt of customer feedback. To understand your customers you must engage with…