CX and the New Normal (Part 3) : Understand Opportunities from New Customer Personas,
As the dust settles on the COVID-19 shock and recovery is in sight, the ‘New Normal’ is now the reality, …
Customer Voice
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 …
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 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 …
