Marketing & Strategy Innovation blog

Drive Real #CX Change with Journey Maps

Are journey maps a waste of time, or can you really use them to drive CX change?
 
There's a big problem brewing out there when it comes to journey mapping:
Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the) most powerful tools and processes in the customer experience professional's arsenal.
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Is Net Promoter compliant with GDPR?

One of the questions we have been asked a lot recently is whether NPS is “GDPR-Proof”. Everyone is quite nervous about the GDPR regulation coming in May, as a misstep in managing the customers privacy could easily end up costing a company major amounts of fines.

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Is marketing in such a bad state as depicted by Mark Ritson - probably

When reading about the exploits of marketers I spend more and more of my time shaking my head in disbelief. How can they be so dumb?

The obsession with digital - the inability to understand the importance of demographics - the lack of understanding about what makes consumers buy products.

If you have 30 mins and don't mind Mark's colourful language then he will provide you with some answers. Nothing and everything to do with ageing. Dick Stroud

 

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What's in Your #CX Budget?

What's in your customer experience strategy budget?
 
Traditionally, customer experience professionals have no budget.
 
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Dialogue on CRM, Customer Experience, and Customer-Centricity

Colleague: So much money has been spent and continues to be spent. On CRM. On CX – voice of the customer, journey mapping etc. In the name of customer-centricity – whatever that means.  Yet, there is little to show for it.
 
Me: Seems that way.
 
Colleague: Which big company, as in the kind of company that we end up consulting to / working with, has anything to show for the time-effort-money that has been spent on the whole Customer thing?
 
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Introducing our new product: Net Promoter as a Service (or Outsourced NPS, if you wish)

Implementing a Net Promoter System® or any other Voice of the Customer programme can be difficult. You think of just starting to ask a few questions and nudging a few people in the right direction. It seems fairly easy in the beginning, but then things start to get complicated. You need to spend time setting things up, invest into technology, and keep on putting effort and internal resources even after the launch.

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These Are The Last 12 Questions You Had On Customer Experience – Promise!

(lengthy post warning: over 4,000 words)

I wasn’t even close.

After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience.

Man, was I off.

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CX Journey™ Musings: Culture is More Than Hiring the Right People

Don't believe everything you read or hear on the Internet.

Yea, I know. Your mom probably warned you about that, but I'm just going to reiterate.

It's a fact.

Sometimes well-meaning folks put themselves out there as experts in a field and then think they can provide expertise about an unrelated (or perhaps, ancillary) field, knowing/assuming their followers will buy into what they are saying. With that authority or expertise comes a lot of responsibility - a responsibility to not mislead your audience!

Case in point.

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Focusing on Doing More of the Good Things

What is appreciative inquiry, and how can it help move your change management efforts forward - in a positive way?

Change management is really key to any customer experience transformation. As you well know, the transformation always focuses on the bad, on what's going wrong - in hopes of improving and making it better; otherwise, I suppose, it wouldn't be called a "transformation."

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