customer experiences

CX 2015: Where Does the UK Stand in Relation to the USA?

Some folks at Nunwood (CX research and consulting company) have been kind enough to email over their latest report: Have A Nicer Day, Learning From the USA’s Customer Experience Leaders. I found it to make interesting reading. In this conversation, I wish to focus on where the UK stands in relation to the USA – as set out in this report. Let’s begin with a quote that kind of sums the report up:

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Customer Experience Survival Guide

Feeling like you need some guidance with your CX Journey? Not sure where to turn?

I'm excited to share details about a new ebook for which I wrote a chapter. The book was compiled by Sprinklr, and it's aptly titled, The Survival Guide to Customer Experience.

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The Employee Journey to a Better Customer Experience

How does ensuring your employees have a great experience translate into better service for your customers? 

Last week, I had the pleasure of co-presenting on a webinar with Kyle Antcliff of Intradiem. We talked about...

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Is Your Customer Experience Future-Proof?

If you work in customer strategy, sales, service or marketing, there is a high probability that you stay up to date on the latest developments in your field of expertise. You read articles like this. You visit conferences. You talk to colleagues in other companies to exchanges hints, tips and practices. 

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What’s the Difference Between UX and CX at an Experiential Level?

Is there a difference between UX and CX? Yes. What is the difference between UX and CX Allow me to answer this question by sharing my experience in dealing with a web hosting company.

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Do Your People "Get" Your Customer Experience Strategy?

What do you think would happen if during an offsite meeting, 6 members of your 10-people strong management team came up with the most brilliant brand and customer strategy on the planet. In fact it was so brilliant, that it would give Apple, Google and Amazon a run for their money. It would go down in history as the best strategy every written.

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CMO Brain Interview: All Things Customer Experience

What is customer experience? And how do we improve it?

Andrew Mounier of CMO Brain recently asked to interview me so he could pick my brain about customer experience, and I happily accepted. Any time someone wants to talk about customer experience - any opportunity to continue to spread the word about its importance - I'm up for it!

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Customer Experience: A Tale of Two Service Providers – One Public, One Private

The Technology Exists to Transform the Customer Experience

In his latest post Don Peppers shares his experience of attending the Mobile World Congress in Barcelona. Given my recent experiences as a customer, the following words particularly resonate with me (bolding mine):

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So Young Marketer, How Do You Ensure a LifeTime Customer Experience (CX)? Watching This Is a Good Starting Point.

Kim Walker and I believe every customer experience should be designed to accommodate the needs of the widest possible range of consumers.

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The 7 Deadly Sins of Customer Experience

Is your company committing the 7 Deadly Sins of customer experience?

Recently, my kids asked me about the 7 Deadly Sins; I don't remember how the topic came up, but when they ask, I answer. Of course, as I ran down the list and explained them (in a PG kind of way), I pondered sins of the customer experience.

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