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
Customer Experience
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
Closed Loop Feedback Empowers the Frontline
What is closed loop feedback and how can it empower your frontline? Let’s see how Janet, a store manager at a
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
Net Promoter Score® (NPS) Survey Design based on Co-creating with Customers
Net Promoter Score (NPS) based programs are established in many organisations. Most of them are using the standardised question “How likely
The Customer Experience Glossary – Part 1
Part 1 of 2, this post will list commonly used terms and words in the customer experience world to help
How To Design A Killer NPS Program For Retailers
Clients often ask me about designing an NPS program for a retail environment. Based on my experience, considering the emotional
Ignoring Customer Experience in Retail is Not an Option
Australian retailers are facing challenging times. They operate in a highly competitive market place and they are serving consumers that
5 Tips To Drive Business Growth with a CX Program
1. Customer Experience is one of the key strategies for your business. 2. You have the full support
How can Leaders Embody the Customer Centric Vision? Here are Six “Must Do’s”
Customer Experience (CX) Programs have to have a “due north” and ultimately the test for their success is the creation
