• 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 May, 2009 and immediately stated that improving customer service, culture and innovation would be key areas of focus while he was in the role. Its an
    ....READ MORE

  • 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 motivated, competent and innovative in the way they approach customer satisfaction. These thoughts were recently echoed by Rob Markey, co-author of The Ultimate Question 2.0, who
    ....READ MORE

  • 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 them and give them the opportunity to provide feedback. You then need to show that you listened to them and did something with what they told
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  • Customer Journey Maps

    Before you can set about improving your customers’ experience of your company/brand, you need to understand how they interact with you throughout their entire ‘journey’ with you. This spans from before they recognise a need for what you do all the way through to when they finally no longer require
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  • Customer Experience – The Tablestakes

    So you’ve read my last post on the benefits of managing customer experience and decided to pursue a customer-centric strategy yourself. Congratulations! Deciding to put the customer at the centre of everything you do is a big step and already places you ahead of the majority of organisations today. Now
    ....READ MORE

  • Why Manage CX?

    Why are companies pursuing the goal of creating exceptional customer experiences? After all, CEM costs money. Lots of money. As with most enterprise goals, it certainly isn’t because they altruistically want their customers to have better lives (although I’m sure deep down they do). No, it does of course have
    ....READ MORE

  • What is Customer Experience?

    What better way to start a new blog about Customer Experience (CX) than to define what CX is. Let’s look at a few of the definitions a quick scan of the internet uncovers: Wikipedia “Customer experience is the sum of all experiences a customer has with a supplier of goods
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