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Customer Centricity and the curate’s egg

November 1, 2016

The term customer centricity has been around for years, however it is only really in the past five years that organisations have begun to pay it any real attention. It has increasingly found its way onto the agendas of board rooms around the globe, but for most it has remained a concept rather than a reality. Customer centricity is somewhat of a curate’s egg, with some good bits and some

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Customer Journey Mapping – an art or a science? Part 2

November 15, 2015

In this two part blog, we take a look at Customer Journey Mapping. In the first blog, we examined the origins and principles of journey mapping, with this blog going on to look at different elements, approaches and methodologies. Customer Journey Mapping – which way now? There are a number of different ways in which journey mapping can be done. There are four main approaches, namely the research route, the diagnostic route, the

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Customer Journey Mapping – an art or a science? Part 1

November 15, 2015

In this two part blog, we take a look at Customer Journey Mapping. In this first blog, we examine the origins and principles of journey mapping, with the follow on blog looking at different elements, approaches and methodologies. CX (Customer experience) is the real deal. Organisations are now beginning to realise that CX is one of the very few ways in which they can truly differentiate themselves from their competitors.

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The customer is always right, but…

July 1, 2015

The customer is king! The customer is always right! But are they? For many, these statements are as relevant now as they ever have been. At the end of the day, ‘the customer’ is where the business gets its money from. Nobody put it better than Sam Walton, who said: “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down,

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Sixty Shades of CeX…

February 26, 2015

“The thing is” she said “I find it much better when you start on the outside and work your way in.” Raising one eyebrow slowly, he looked at her straight in the eye. “I love it when you talk CeXy to me…” What differentiates Customer Experience (CX or CeX) from other business disciplines is that it is all about seeing things through the eyes of the customer and having an

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