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Why smaller companies have a unique advantage in delivering outstanding CX

If we want to build organisations that thrive, we must remember that empathy isn’t just good for people- it’s good for business too.

The ability of organisations to deliver a seamless customer experience is a fundamental necessity in today's highly competitive markets.

Scientific methods offers invaluable insights into customer behaviours and trends, but fail to fully capture the essence of human connection

Can AI and data analytics really replace first-hand customer feedback?

Introduction: In the world of business metrics, the Net Promoter Score (NPS) has long been a popular choice for measuring customer...

The reasons why AI falls short in this specific context, highlighting why face-to-face customer interactions remain essential

Having worked for a company whose brand was based on cutting-edge technology it is sometimes a useful exercise to stop and remind...

Introduction Some years ago, as head of a customer feedback programme in a large global organization, I went to the Head of HR and...

When evaluating customer satisfaction scores, don't fixate on the number. Become obsessed with fixing the issues!

Leadership also means taking responsibility and being accountable.

Leadership is not about one's position in a hierarchy, it is about attitude and character.

If you talk to the owner of the corner store or a small family-owned store or business and you mention Customer Experience, you may well...

There needs to be absolute clarity as to who is responsible for doing what, and do it they must!

In the first blog, I mentioned 4 questions that you should address before starting your VoC program. 1) Is your C-suite or senior...

In the last blog I mentioned 4 questions that you should address before starting your VoC program; 1) Is your C-suite or senior...

An important component of a customer experience strategy is Voice of the Customer. Voice of the Customer (VoC) describes your customer’s...

We talk about Customer Experience often but many of us understand the term differently. Some may think it just covers asking our...

Some years ago, I was responsible for a service sales operation for large equipment used on diesel engines. Routine service on larger...

Not everyone is good at closing the loop with customers, particularly with customers that may have raised negative issues in their...