Why Customer Feedback Programs are Essential for B2B Companies
Traditionally customer feedback programs have been considered essential for business to consumer companies. When a consumer interacts with a brand, seeking feedback about the experience has become the norm and an expectation. However, B2B companies have not been as quick to adopt voice of customer strategies or set up formal customer feedback programs. From the […]
UX in a CX Context: “Seeing the Wood for the Trees”
The difference between CX & UX Whilst User Experience (UX) and Customer Experience (CX) are very similar concepts, the terms are not interchangeable. UX is a specific component within CX that concerns the usability of your product or site. CX, on the other hand encompasses the end-to-end customer experience across many touch points, episodes […]
When Personal Best is Not Enough! The Missing Competitive Link in NPS.
“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 […]
Customer Journey Maps – From Sticky Notes to Sticky Customers!
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 […]
Why Omnichannel is a Must for Retail
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 […]
Technology’s Role in Transforming Customer Experience
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 […]
Using Business Driver Data to be more Proactive with CX in 2017
So as 2016 ends and we move into 2017 its time to think about CX and get into the proactive state of mind. In today’s blog I will be looking specifically at business drivers and how you can use business driver data alongside customer experience and NPS data to areas where to focus your time […]
Leading the Change for Customer Experience
There are many different theories and methodologies around change management, and in this weeks’ post I won’t be going deeply into them. Instead, I’ll just focus on 4 key points that I believe are relevant to leading change successfully, especially when that change is implementing or driving new customer experience initiatives. So let’s dive in… […]