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The Problem with Customer Experience

October 28, 2016

I came across this video just the other day and I just had to share it with you. I think it fairly and squarely hits the nail on the head.

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Personas vs. Segments – what’s the story?

June 8, 2016

In the customer experience world, there is increasing dialogue about the importance and utilisation of customer personas. For anyone who has not yet encountered them, you may be forgiven in initially thinking that they are exactly the same thing as customer segments. In this post we will be discussing the similarities and differences between the two, however we will also be talking about the evolution and future of segmentation within

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Firing customers – Are we looking at this right?

May 14, 2016

Over the past few years, there has been quite a bit of discussion about the principle of sacking or firing customers. A recent article by Adrian Swinscoe that asks whether we should fire, rate or educate customers reminded me of a personal view that I first ‘aired’ at the Satmetrix conference in London in 2014. In his article, Adrian makes reference to Fred Reichheld, of NPS fame, who initially spoke

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Who owns the customer?

April 30, 2016

Just over four years ago, I wrote a blog post called “Who owns Customer Experience?”. The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. Ultimately, the purpose of the article was to argue that customers experience the business cross-functionally, and as such can be influenced by all or any of the functions of the organisation. As such,

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Interview – Customer Journey Mapping

January 20, 2016

Following our last blog post You’ve done Journey mapping? So what?, I was approached by Tema Frank from Frank Reactions to do an interview about journey mapping, and this is it…

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