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 –
CX
From ME to WE – driving a team culture for better customer experience
Having worked in a few companies and having gone through mergers both large and small, I have experienced a variety
Using Business Driver Data to be more Proactive with CX
In today’s blog I will be looking specifically at business drivers and how you can use business driver data alongside
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
TLDR: What is closed-loop feedback and how can it empower your frontline? Let’s see how Janet, a store manager at a
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
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
Why Closing the Loop is Essential for Driving Customer Advocacy
Many organisations survey their customers asking for feedback on products and services in hopes of closing the loop. Usually this
