Thinking of a company as a rocket ship aiming to deliver its customers into space helps identify the critical parts of the business that need to work together to deliver great customer experiences
Having a robust employee feedback mechanism in place is critical to improving customer experiences.
Unfortunately our history of work has driven the wrong culture in companies to drive effective feedback, as explained in this LinkedIn post.
With the use of online surveys growing more and more common, in this post I highlight why B2B companies, especially those with long sales cycles and important client relationships need to avoid using these types of surveys.
Many companies are extremely afraid of customer complaints, and don't know how to effectively handle complaints when they receive them.
In this post I argue that complaints are actually something to be encouraged, and a great source of data for improving how a company operates.
Having strong leadership is critical to the success of customer experience projects. When it comes to company-wide projects, in this post I argue that if the CEO hasn't bought into the project, that the project shouldn't happen in the first place.
Setting and managing customer expectations is often viewed as critical to business success.
In this LinkedIn post, I argue that it is important, but only if the expectations you are trying to set are reasonable, which is not always the case.
Spring is a perfect time for some cleaning and to make a fresh start at what is important in life.
Why not extend this to the customer experience that your business is delivering? Some tips for four key things to refresh your customer experience are listed in this post.
When it comes to delivering great experiences to your customers, it is important to understand that all parts of the customer journey are not created equal. Instead, it is critical to realise that there are certain “Moments that Matter” along the journey.
In this LinkedIn post I explain why these Moments are so critical, and how to optimise them.
Anyone starting a new business has a thousand things they need to do to set themselves up for success.
In this post I argue that developing a Customer Experience Strategy should be a key focus early on in the development of a company.
Behavioural Economics is a growing area of focus in driving business success.
In this post I examine a range of Behavioural Economics findings and how they can be linked to Customer Experience Management.
In order to deliver great experiences to customers, it is becoming clearer and clearer that a customer focussed culture is a key driver of success.
So what does a customer focussed culture look like? My latest LinkedIn post provides details on 13 aspects of culture that drive customer centricity.
My latest post looks at the different methods companies can use to understand their customers in more detail, extending all the way from surveys to internal data analysis, and looks at the pros and cons of each method.