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“Every day in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it will be killed. Every morning a lion wakes up. It knows it must outrun the slowest gazelle or it will starve to death. It doesn’t matter whether you are a lion or a gazelle. When the sun comes up, you better be running.” Abe Gubegna (The fable of the Lion and the Gazelle) Early stage NPS Programs...

As the world of CX matures, so does our use of tools and data. The humble Customer Journey Map – for so long the province of workshops and post-it notes – is a great example. These workshops can undoubtedly bring value by developing a shared understanding of a customer’s journey with your brand – especially if care has been taken to involve real customers. There is also value in seeing the end-to-end (intended & unintended) contributions of...

The imminent arrival of Amazon has seen the Australian retail landscape shape up for a major disruption. This, in addition to a reduction in retail consumer spending, has already caused large retailers such as Dick Smith, Payless Shoes, David Lawrence and more to close down. For retailers to remain successful, many have adopted omnichannel strategies that create multiple channels of engagement in order to improve the shopping experience. Data released by the International Council of Shopping Centres...

Technology has created the new digitised frontier that organisations are battling on which can revolutionise how Customer Experience can deliver value for both customers and organisations. Companies are realising the interaction between the customer and product has the heaviest weighting in their overall experience. Particularly with IoT enabled devices, organisations are starting to gain holistic perspective of their customers.  It has given organisations new engagement models that can deliver personalised and predictive experiences to their customers. IoT enabled...

Organisations that have an effective Integrated CX Program are addressing and improving the current experiences provided by that brand. They are measuring which customer experiences matter and making sure that key metrics like NPS are driving the right outcomes. And they are removing experiences that offer no value to customers. However, they are only addressing the current experience (product/service) set. Organisations that have an effective Integrated CX Program are addressing and improving the current experiences provided by...

As covered in my last blog post, in many cases, Interaction CX Programs have “run out of steam”. As important as it is, the Front-Line can only deliver so much from customer feedback – it becomes the law of diminishing returns. If the biggest customer issue is beyond the control of front-Line (e.g. Supply chain, recruitment & training, branding, credit policy, product development) then just “keeping the wheels on” at the front-line will not be enough....

The first thing to acknowledge is that, by and large, CX programs have had early successes and have endured – despite straitened economic times. CX programs have usually been launched in large organisations against a backdrop of zero previous customer feedback. Or if the feedback was there (e.g. social media) the organisation was just not listening. Historically, CX programs have almost always started with pilots and with a focus on getting customer feedback at a sales or...

In discussing Breakthrough CX, it is important to agree on some fundamental concepts and terminology. Customer Experience (CX) or Net Promoter Score (NPS) metrics typically need to address three types of customer experiences: Which Experience? Source: Forrester Inc. "Relationship" (or "Brand", "Market") NPS is the headline NPS for a CEO reflecting overall disposition to the Brand and a strong reference point for competitor comparisons. "Episode" NPS addresses specific customer goals or wants/needs - usually comprising a multi-step or multi touch...

Why is it that many Customer Experience (CX) programs, often after years of success can get stuck - hit a glass ceiling? (Note: I will use the terms "CX" and "NPS" synonomously). CX initiatives in large organisations have been around for some time now. In Australia, early large scale NPS initiatives (e.g. Westpac, Woolworths) can be traced back to 2007-2009 and for some US based organisations back to the genesis of NPS in 2003. There must be...