Evaluating CX in 2023 is no mean feat – and can’t be captured in one short article! And based on what we’ve all failed to predict over the past few years, it’s virtually impossible to predict, with any certainty, what’s…
We all know the old adage ‘there’s no need to reinvent the wheel’. However, organisations also know that if they want to continue to compete, meet their customers’ expectations and create a culture that embraces new ways of doing things…
It’s only a matter of months until the 20th anniversary of the publication of Frederick F. Reichheld’s now famous article ‘The one number you need to grow’ in Harvard Business Review. Summarising the research into the most effective customer satisfaction…
Originally a mainstay of public service organisations, customer charters are now becoming a key differentiator for forward-thinking businesses across all sectors. A clear statement of promises and intent to customers, a customer charter puts the concept of customer centricity at…
This post was triggered by a recent experience I had on the tube train in London. At the time it surprised me but, as I had time to reflect, I realised there were parallels with why the best organisations look…
We mentioned in our previous blog on CX maturity that most CX programmes only focus on the external elements of CX. In doing so, they’re missing a huge swathe of insight – insight that is critical to decision-making for both…
“The best way to find out if you can trust somebody is to trust them”, according to Ernest Hemingway. This applies not only to personal relationships but also to professional ones. When customers and organisations trust each other, it creates…
Today’s customers are more demanding than ever. To stay competitive, businesses must have a solid understanding of customer needs and expectations, and must stay in tune with these as they evolve over time. More than this, though, it’s also essential…
Evidence from the past three years has made one thing about CX clear: organisations that offer the best customer experience constantly check and reset. They re-evaluate themselves, the promises they make, the touchpoint experiences they provide, the consistency of their…