Voice of Customer Programs: How to get actionable insights
I have a Voice of Customer (VoC) program, how do I get actionable insights? Over recent years, it has become …
VOC
Why Start a Voice of Customer Program?
In today’s world, most of the companies see a strong Cx program as a must have in their arsenal to …
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 …
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 …
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 …
NPS, Customer Centricity and Employee Engagement
The days, when Net Promoter Scores (NPS) were touted as a short-lived C-Suite fad, are long behind us. There is no …
5 Tips to launching your Customer Experience (CX) Program
Launching a customer experience or CX program can be a big task. Knowing some important steps to get your program …
