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How to Embed a Customer Experience Framework 

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. Whilst the list of seven things is by no means exhaustive, in my experience, together they provide a remarkably solid foundation to embedding the right environment and […]

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Disband HR at Your Peril – by Chris Humphrey

Thoughts on the role of HR in an integrated customer excellence strategy Steelcase, a leading designer of cutting edge office environments, invited me to a Cultural Roundtable. Steelcase has lots of research to show that well-designed workplaces can amplify the performance of people, teams and organisations, hence the eclectic mix of designers and human resource […]

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Voice of the Customer: It’s NOT About You! by Martha Brooke

What’s the point of doing a customer satisfaction survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met. This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Sound simple? It is…sort of. Unfortunately, organizations run a high risk of tunnel vision, […]

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Customer Experience: Can We Fix It?

As anyone with young children will attest, the well-known TV character ‘Bob the Builder’ is best known for coining the phrase ‘can we fix it?’, followed by the cry of ‘yes we can!!’. True to these words, Bob and his trusty sidekicks, Scoop, Roley and Dizzy (among others), do indeed fix things. So what (I hear you […]

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