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…
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…
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.
What does CX success look like in your organisation?“ Our top CX goal is to create an all-around customer 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.
Employee Engagement is becoming an area of great interest to anyone thinking about customer engagement, CX or customer retention. Katrina Ghazarian, a rising star in the practice of engaging employees, shows how to start engaging those employees.
Customer Experience and Employee Experience goes hand in hand… and trust is a key element. See this great video with Brian Solis.
Do you know this rule? Today I talked about an pioneer in CX, Amazon. It looks like they care less about this and have maybe more a 70/30 or 80/20 rule in place. Which rule do we have in place? 30/70?
Customer experience is the new battleground for brands. How company’s deliver CX is either a competitive advantage or disadvantage. But, CX is so much more than how we think and talk about it, how we plan for and imagine its future, and how we invest in and support it. Perhaps it’s in how we frame i…
Great talk by Brent Leary with Anand Thaker about the changing marketing strategy in times of Covid-19 and Customer Experience.
Brand & Customer Centric – A discrepancy? Are Sales & Marketing still contemporary? What about Corporate Leadership & HR