Top 5 CX Books To Read in 2023
In today’s competitive business landscape, providing a delightful customer experience (CX) has become more crucial than ever. Why? As businesses …
Customer Centricity
How to Select the Best VoC Platform for your company
What is the main differentiator between businesses that succeed and those that don’t ? Successful businesses and organisations listen to …
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 …
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 – …
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 …
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 …
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 …
Four Steps to Driving Customer Experience in an Organisation
Often customer experience or advocacy initiatives are driven from the top down, and specific departments are made more accountable than …
Net Promoter Score – Stop Obsessing Over the Score
For those new to Net Promoter Score (NPS), it can be easy to fall into the trap of obsessing over …
The Limitations of Frontline Focused Feedback Programs
I’ve recently come to the end of a very long drawn out relocation request with my home broadband provider; and …
