Bringing it to life, from blue sky ambition to operational execution
Bringing to life your blue sky ambitions to make them an operational reality, guest blogger Gerry Brown shares how to bridge what is too often a chasm in CX
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November 15, 2019
Make it personal, Make it last – the key to better CX (Part 1 of 2)
Guest blogger Gerry Brown shares the benefits of personalisation & personal service. How to make it personal & so make it last! Part 1 of 2 posts.
How you judge your progress and resources for your 2019 ambitions
Thanks to all those readers who participated in our latest poll, of your progress last year. Initial results are in, so let me share them with you all. It has been fascinating to review your answers, especially compared to the results from last year. It seems there have been some changes. The questions asked in […]
Avoiding wrong statistics, measure what matters to customers (part 2)
This is part 2 of Gerry Brown’s series on baseball, I mean why you need to measure what matters to customers. As we heard in part 1, it is all too easy to go with crowd and just measure what others businesses value (you can decide if that’s NPS). Gerry’s advice builds on our month […]
Lies, damn lies & the wrong statistics, measuring what matters, part 1
Building on this month’s focus, the reality of applying analytics in businesses, let’s tackle the issue of the wrong statistics. False comfort can be achieved by completing analysis or implementing metrics that look useful but are misleading. In the field of CX especially, you need to be careful what you measure. So, on this topic […]
Weology, the benefits when We comes before Me – part 1 of 2
Continuing our month focussed on books, our guest blogger Annette Franz returns, to share an interview on Weology. When reviewing a book, it is always a bonus to have opportunity to talk to the author. So, I’m delighted that, in this 2-part series by Annette, she not only reviews the key points made in “Weology: How […]
When a Customer Wins, Nobody Loses… no, honestly
Continuing our month focussed on book recommendations, let me share one about how the Customer Wins. These topics are not disconnected from last month’s GDPR topic. As we’ve shared before GDPR should be a positive customer benefit. As well as being a business benefit, when approached in the right way, GDPR is at root about […]
Leader survey: Have you achieved your goals for 2016?
As December draws ever closer to the end of the year, it’s time to review our progress on goals for 2016. Here at Customer Insight Leader, we set the goal of including more guest bloggers (as requested in our annual reader survey). I’m pleased to say that we have now reached the total of 15 guest […]
Say no to a Data Scientist, in a festival of webinars
It was a pleasure, yesterday, to take part in the latest Directors’ Club ‘festival of webinars’. This intriguingly entitled event spans 12 days, with an hour-long webinar each day. Each webinar includes two speakers, under the theme for the festival, which is: “Champions & Innovators of Customer Experience“. Given that title, I was honoured to […]
Make it personal, Make it last (Part 2 of 2)
Continuing from last week, it’s back to guest blogger Gerry Brown to conclude his series on how to make it personal; for your customers. Over to our Canadian ‘Customer Lifeguard‘ to rescue us from bad customer experience once more… So, how do we reconcile my advice in concluding ‘Part 1‘ with the understandable concerns about communication overload, security, […]
Now it’s Personal – Just be you, the customers will love it
In the month focusing on relationships, it’s personal service from Gerry Brown. We’d only been in the restaurant about three minutes but had already had some humorous and warm conversations with three of the staff who immediately made us feel both welcome and pleased that we’d chosen this restaurant in downtown Vancouver. What came through loud […]
Is your marketing focus as broad as Salesforce?
I must admit I was surprised to be approached by Salesforce with an infographic to share here. My initial reaction was to say no. I assumed it would be sales-focussed and seek to push their product. Sceptically, I also doubted I’d agree with their stats or message within the infographic. Whilst I couldn’t 100% sign-up, […]