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Strategy
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Your Customer Experience Strategy Needs to Pull Its Weight
I’m going to get straight to the point: a CX strategy that isn’t tied to the achievement of organisational goals isn’t really a strategy. It’s…
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The Role of VoC Programs in CX: A Conversation with Ben Motteram
This post first appeared on Help Desk Migration’s website. Customer expectations are shifting, and businesses that ignore them risk being left behind. Here’s a…
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Developing A CX Strategy
“Where do you start when developing a customer experience strategy?” I was recently asked this question by a friend of mine who is new to…
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7 Foundations Of A Great CX Program
I grew up in Adelaide, South Australia. It’s a vibrant, beautiful, well set-out city where the locals will happily remind you of its…
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Customer Loyalty Is A Myth For 99% Of Companies
I looked up loyalty in Wikipedia this morning. Their definition is: devotion and faithfulness to a cause, country, group, or person. Note the…
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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.…
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6 Sources of Customer Understanding
(Image courtesy of Unsplash) Why are you in business if you are not focussed on helping customers achieve their goals? What’s the point of…
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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…