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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,

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…

Happy New Year everyone!!

January 4, 2016

All the best for an experientially wonderful 2016!! Have a fantastic year. 🙂

You’ve done journey mapping? So what?

December 11, 2015

Journey Mapping has become all the rage, however there are a number of organisations doing it without truly understanding why

NPS isn’t really about recommendation

November 21, 2015

NPS isn’t really about recommendation. The question asks whether the respondent is prepared to make a recommendation, but has a deeper psychological purpose