The step before CX
The step after CX is clear for most… It’s revenue. But is this right? Is this the right thing in mind when building a great CX?
May I Have Your Attention, No, May I Have Your Intention Please? – Brian Solis
“My friend Stephen Denny asked me if I would write the foreword for his new book, “Unfiltered Marketing: 5 Rules to Win Back Trust, Credibility, and Customers in a Digitally Distracted World.” It meant a lot to me. Having the ability to set the stage for someone’s passion and hard work is not something…”
Just sit and wait while thinking about… (updated)
…#PeopleExperience. We talk much about #Customer Experience and #EmployeeExperience as well as about #Trust and there are many detailed topics behind… But what is the core?
A quick view on Brand vs. Customer (Experience)
CX and Brand are very similar. It is like the half full and half empty glass, just with a different view and focus.
Measuring CX with Data Science (Brian J. Curran)
A very good article about the about the value equation… If you are in CX, a must read as I think.
Does Ryanair deliver poor service or is it a CX success story?
Ryanair has long been criticized for its poor service and is commonly regarded as “Bad CX.” But there’s a new thinking suggests the opposite: Ryanair is in fact…
THE FUNDAMENTAL NONSENSE… about Customer Journey Mapping
Customer Journey Mapping is complex and should be helpful for you to understand the journey and how to help the customer. But first of all it helps you… and while you waste time on creating the journey, the customer is walking.
Why is a CX success statement so important – and how do you draft one?
What does CX success look like in your organisation?“ Our top CX goal is to create an all-around customer experience.”
Ensuring Alignment of Your Brand and Your Customers’ Experience
Brands should take the time to reexamine their mission and values to ensure that they are still in alignment with those of their customers.
C4L Podcast – Live content with Brent Leary
I had been writing these summaries in 3rd person — “Alan and Brent…” — and I realized what I enjoy most about these conversations is they are personal. So no more of that. I really loved this…