March 21, 2020March 21, 2020Culture, Customer Experience

CX Club – Round 9 – Company Culture

In this next video in the CX Club series, Adrian Snook from Learning Accelerators and Ian Williams from Jericho look […]

January 11, 2020January 11, 2020Branding, Culture, Customer Centricity, Customer Experience, Customer Experience Metrics, Customer Journey Mapping, Customer Promise, Customer Satisfaction, Employee Experience, Leadership, Market Research, NPS, Service Design, Strategy, Transformation

#CX Club – Round 5 – CX Principles (3) – CX is a gap, You only control part, EX, Ownership & Profit

The first topic in CX Club is CX Principles and in this […]

January 5, 2020January 9, 2020Branding, Culture, Customer Experience, Customer Experience Metrics, Customer Journey Mapping, Customer Promise, Customer Satisfaction, Customer Service, Employee Experience, Leadership, Market Research, Marketing, NPS, Segmentation & Personas, Strategy, Transformation

CX Club – Round 2 – Agenda – Setting out the subject matter topics for #CXClub – 1st will be CX Principles

CX Club is a series of videos designed to stimulate interactive discussions […]

June 10, 2019January 11, 2020Culture, Customer Experience

Customer Experience is a waste of time – part 1…

Is Customer Experience wrong in itself, or is it more to do with the way in which it is being practiced?

November 1, 2016March 19, 2019Culture, Customer Centricity

Customer Centricity and the curate’s egg

August 12, 2015March 18, 2019Complaints, Culture, Customer Experience, Customer Satisfaction, Customer Service

A Shedload of Trouble – Tigersheds Revisited

February 26, 2015March 18, 2019Culture, Customer Centricity, Customer Experience

Customer Experience isn’t something you do…

October 27, 2014March 18, 2019Culture, Employee Experience

Doing the Opposite, Part 4: Unlimited Holidays  

October 19, 2014March 18, 2019Culture, Customer Experience, Customer Satisfaction, Customer Service, Service Recovery

Doing the Opposite, Part 3: Deliberately Making Mistakes…

September 19, 2014March 18, 2019Culture

Business Culture and Cake Baking