organisational behaviour

It's Not Where You Start... or Is It?

How do you know where to start your CX journey? 

I've been asked this very question a few times in the last couple weeks.

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Is the Customer Experience Really Everyone's Job?

Is it really everyone's job?

Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title.

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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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So, You've Got Executive Commitment...

Are your executives on board with your desire to improve the customer experience? 

When I'm asked about the largest impediment to a successful customer experience transformation, my answer is always this: a lack of executive buy-in and commitment.

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State Of CX 2015 – Nunwood’s UK Analysis: What Are the Key ‘Findings’ (Part 1)

It’s the time of the year where I share my take on the latest CX research published by unwood. Worth pointing out that Nunwood has been acquired by KPMG so is now KPMG-Nunwood. Back to the research titled: A New Era of Experience Branding. You can download this by going to the KPMG-Nunwood website.

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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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Customer Experience: The Road Less Travelled

It has been a while since the last conversation. First, I took time out for a month of holidays. And then in September I was asked to lend a hand in a CX centred next generation CRM and omnichannel programme. Given the demands on my time I will be keeping this conversation short – at least shorter.

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Treat Employees Better Than Customers

I originally wrote today's post for Intradiem. It appeared on their blog on March 19, 2015. 

"Treat employees better than customers."

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Why Amazon Wins | Innovate the Core, Innovate to Transform

Take a look at your organization’s innovation projects. Are you strategically balancing your efforts between the core business and future growth areas?

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Random Thoughts On Maturing Companies and Start-Ups. When Do You Need a Reset?

In an interesting conversation with clients this week the discussions were around the question: “should companies plan for the distant future (10 years and beyond) and what is needed to get out of a death spiral where a slow death is in the making?”

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