customer experiences

Brand Experience Brief: Taco Bell Cantina

Now you can get a beer with your burrito at Taco Bell! Check out the new Taco Bell Cantina in this video audit and analysis of the brand experience.

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Customer Experience: Beware the Data Trap

Data. It is being made out to be sexy – really sexy. Many folks even think that collecting mountains of data and stuffing it into CRM and/or marketing automation systems is the access to delivering great customer experiences. They are mistaken. 

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Grow Your Business through the Power of Listening to Customers

Are you listening to your customers? Do you understand what they are trying to achieve? Are you using what you hear/learn to actually design a better experience for them?

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Want Real Success? Destroy the Company-Centric Customer Experience

Earlier this year I presented at C3 in Las Vegas. The topic of my presentation was Customer Experience for Executives. It was very well received, if I say so myself – since no one else was in the room… Kidding! I was asked to post a brief summary of the talk here.

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Half the Money You Spend on #CX Is Wasted

Half the money you spend on customer experience is wasted.

Well, that's a pretty bold statement coming from someone who advocates designing and delivering a great customer experience!

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What Really Annoys Customers About 'Customer Service Pain Points'?

You will need to click on the image to read. Whilst this research was carried out in the US but I would think applies equally to the UK.

You would think that if these things are so b****y obvious that companies would be doing all they can to sort the problems.

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Disruption Is Less About Technology. It's About Customer Experience. Disruptive CX Strategy Needs To Get Emotional

Why do some companies make so much profit and command price premiums while some continually struggle to make minimum margin and gain market share despite spending good money on advertising, buying channel presence with some even having a better designed product?

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Outside-In vs. Inside-Out Thinking

In the world of customer experience, what's the difference between outside-in and inside-out? 

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A #CX Topic to Avoid at the Dinner Table

The rules of etiquette state: never discuss certain topics at the dinner table.

You know your mom warned you about this one: never discuss money, politics, or religion at the dinner table.

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Customer Experience Through the Eyes of the Frontline Retail Employee

Perspective. If we are to improve the performance of human worlds (couple, family, neighbourhood, team, department, business, nation…) perspective taking is essential. 

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