Insights | Build compelling customer experiences

Borrow my watch and tell me the time

A potential client recently told me they had had a bad experience of consultants. This post explains how a good consultant will boost your customer experience

Interested? Read on

What is the value of a value proposition?

Do you have a value proposition? This post examines the value of presenting your business with a customer focus.

Interested? Read on

How to balance perfect and good enough

When it comes to customer experience, good enough is a highway to customer hell. With simple techniques, organisations could delight more customers.

Interested? Read on

How does customer experience complete brand management?

How does customer experience management complete brand management? Would your business benefit from focusing a little more on what your customers experience?

Interested? Read on

Should you trust customer feedback?

Cynical or all believing - how do you interpret customer feedback? More importantly, do you rest on your laurels or take action? #customerexperience #fakereviews

Interested? Read on

I work in B2B, I have relationships [and don’t need to manage my customers’ experience]

Ouch. The title of this post is one of the things I hear most often when I am 'reaching out' to sell my services. Is it true? Are relationships all you need? Relationships are amazing but they are not enough…

Interested? Read on

12 ways poor customer experiences affect your bottom line

Managing your customer experience is about much more than the warm glow of a job well done. It has a material impact on your performance and sustainability.

Interested? Read on

More than reputation management

Longevity of your products, services and business systems only happens when they satisfy your customers. Generating customer loyalty needs much more than reputation management.

Interested? Read on

Does customer pain reach the heart of your organisation?

When organisations depend on customer-facing teams to resolve all customer issues, they are likely to run into repeated problems.

Interested? Read on

Customer satisfaction is a measure of customer experience

Improving your customer experience needs a blend of quantitative and qualitative information. Give your customers a good listening to and see the results.

Interested? Read on