What is ‘Hidden CX’ and why is it critical?
Businesses are in a rut. Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. But go…
Businesses are in a rut. Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. But go…
What an amazing Customer Experience I just had… Well done Vodafone!!!
We need a different culture of work. Don’t name it “New Work”, there is nothing new we need. We just need to go 50 years or so back and remember old values and culture.
Too many companies squander the treasure that is customer feedback. The solution is systematically measuring the customer’s voice and integrating it into a culture of continuous feedback.
For sure a philosophical question, but a question we need to ask ourself. So what do we want to transform?
The customer is now leading and changing the roles in the role game between a brand and the customer. If a company doesn’t focus on the customer, they will fail and their competitors will make the race. But what are the 3 elements of the Customer Experience?
1:1 marketing is pretty old. But what’s next? What is new within the area of #CX (Customer Experience) and Digital Transformation? Do we need to think about personality, thinking and attitude here?
I do not get tired of telling about the fact, that channel thinking is old school and should not longer be relevant. Customer don’t care about marketing channels, they care about they pains and needs. The big question is…
We talk about #CX (Customer Experience)… but how do we reach this? There are two views we should consider. The first one is the most used view while the second every one knows and lose sight of it. Only if we combine both views we get the big picture. It’s like with binoculars.
#CX (Customer Experience) is in everyonce mouth. Gartner analyzed in his Magic Quadrant the CRM and CX implementation provider. First of all it requires the right business understanding, the change from the corporate view to the customer view.