Marketing & Strategy Innovation blog

The Economics of the Customer Experience

I originally wrote today's post for Confirmit in September 2014. This is a modified version of that post.

Not all returns from your customer experience investments are financial. Will that scare your executives?

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New Pinterest Board: #WGBD

Spot a great brand in action? Want to share your favourite brand? Inspired by a new brand? Please share your images on my new #WGBD Pinterest board — or tag your Twitter or Instagram posts with the hashtag #WGBD and I’ll make sure they get added to the board. Images of anything — a product, a sign, packaging, a store, a logo, a person, an ad — are welcome. 

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Who Is Responsible for the Customer Journey in Your Organisation?

Econsultancy has conducted some great research about the organisational issues that are central to managing the customer journey.

I found this chart extremely interesting since it helps explain so much that is wrong with the way companies manage this vitally important issue.

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Successful Transformations: The Ugly #CX Duckling

How's your customer experience transformation coming along?

I'm sure you've heard (or recall)  Hans Christian Andersen's story, The Ugly Duckling. If not, here's a quick refresher: 

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How IBM Plans To Help Reinvent the Modern Corporation

It’s no secret that big corporations aren’t what they used to be. In recent years, we’ve seen paragons such as General Motors, Kodak and Blockbuster have go bankrupt even as upstarts like Tesla, Instagram and Netflix rocket forward. The average lifespan of a company on the S&P 500 has fallen from more than 60 years to less than 20.

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The Growing Customer Experience Gap - Even Worse Than You Think

This report (The Power of Linguistics in Customer Service) from Eptica is worth reading if you are attempting to improve your customer experience.

This study is all about the digital channel although I doubt if it is much better in other channels.

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Does Customer Experience Leadership Require Straight Communication and Fair Business Practices?

Are UK Supermarkets Conning Customers?

According to the press, the consumer watchdog Which? has been investigating the UK’s dominant supermarket chains for the last seven years. Based on the ‘findings’ Which? put forth a super-complaint against the supermarkets. A super-compliant is not something that is done lightly. So what is the basis of this super-complaint?

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What Do Your Employees Know About Customer Experience?

What do your employees know about customer experience?

I've been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten. 

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Getting To Know You, Getting To Know More About You

The year was 2009 – eons ago in today’s fast paced world. A then great vendor called Attensity hired me to write some thought leadership into the budding world of Analytics (budding as in people noticing, not as in just emerging as you well know). They wanted a series of blog posts that talked to the issues about Analytics that most people were not thinking about – or even considering. 

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The Real Capitalist’s Dilemma

Last spring, the Clayton Christensen, one of the world’s top management thinkers, suggested that, despite being awash in cash, corporations are “failing to invest in innovations that might foster growth.”He considers this trend so insidious and pervasive that he called it the capitalist’s dilemma in Harvard Business Review.

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