Hi, this is Ian from Jericho & CX Club, I hope you’re all doing well. It’s been a few weeks since I did my last video and I was warned… Alan Pennington – you did tell me that this would be one major undertaking and you’re not wrong. I’ve done 5 videos so far – this is now […]
The first topic in CX Club is CX Principles and in this video we look at the final four of eleven principles: H. The customer has an experience and the company may only be responsible for part of it – When someone books a holiday, they have an overall goal in mind – Getting away […]
The first topic in CX Club is CX Principles and in this video we look at the second set of principles: D. CX is only as strong as the weakest point in the journey – the customer can have a good end to end experience, but one bad experience across the journey can ruin the […]
The first topic in CX Club is CX Principles and in this video we look at the first three of eleven principles: A. CX isn’t something you do… – CX, unlike the other disciplines of the business, is not a function. It’s purely about what the customer ‘gets’ and is an outside-in view rather than […]
CX Club is a series of videos designed to stimulate interactive discussions around the subject of the end-to-end Customer Experience transformation process, from the identification of individual customers, through understanding the wants and needs of those customers, right to the transformation of the business in order to better deliver against those wants and needs. However […]
It’s a little bit like Fight Club…. but with more #CX…and less fighting. At this time of year, you can’t help thinking about the year gone by and also the 12 months ahead. We’ve been lucky enough to work on some amazing projects, including looking at customer profiling, segmentation, personae building, customer journey mapping & […]
In the previous blog, we spoke about the fact that the real benefit of Customer Journey Mapping comes from the pain points, the moments of truth, the wow opportunities and commercial opportunities generated by the exercise, and that these elements can potentially form the basis of transformation activity across the organisation. The map itself is […]
In the past couple of decades Customer Journey Mapping has become one of the most commonly spoken-about of modern-day business practices. The phrase has been bandied around boardrooms across the globe; and for some organisations, it has even become a central theme around which their customer management operations have been built. However for many, if […]
Is the problem Customer Experience itself or the way in which it’s being done? In part 4 we look at CX done with no goal, CX done as a cost-cutting exercise and CX done tactically not strategically. 8. CX done with no goal With one tender we worked on a number of years ago, the […]
Is the problem Customer Experience itself or the way in which it’s being done? In part 3 we look at Maturity, CET vs. CEM and CX done as an IT/ Systems implementation. 5. Maturity This certainly isn’t intended to be a slur on the emotional maturity of an organisation, rather an observation as to how […]