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
VOC
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
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
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
