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Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

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This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You can read the story here….

NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett

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The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale.

Resourcing up the silos – Beth Richardson investigates the world of customer experience job vacancies!

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The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And they hold businesses back. In the last month alone, 1000s of words have been published on this very subject by the likes of LinkedIn, HBR and Forbes.

Customer Journey Management – it’s not just about the mapping!

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Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again!

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

The customer conniption! Identifying the ‘final straw’ moment

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Every day, every week, every month, every year, I learn something new.

With customer experience design, functional is good. But don’t stop there – by Beth Richardson

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“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. But what does it mean? It’s the difference between a task and a purpose.

The Role of Digital in Customer Experience, by Sandeep Kuvvarapu

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The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products.

The Customer Experience ‘7 Year Itch’! A frank and honest assessment of the CX profession

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As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect on what has passed, as well as what is to come in the future.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

4 Ways to Improve Customer Experience in 2018 – guest post from CCW NOLA

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In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation.

6 Things All Customer Centric Leaders Do

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Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience.

The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?

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As a child growing up, no birthday party was complete without a rousing rendition of the Hokey Cokey. Also known as the ‘Hokey Pokey’ in some parts of the world, according to Wikipedia, it originates in a British folk dance, with variants attested as early as 1826.

What makes the the worlds #1 Customer Experience brands?

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As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ ’ is a pretty typical question. It is a good question to ask and one that I […].

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Introducing the CCXP Exam Simulator

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If you have ever met me, or indeed read anything I have written, it is extremely likely you will know that I am rather passionate about the Customer Experience (CX) Profession. In fact, anyone who comes in to contact with me via any means will almost certainly fail to avoid that fact!

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Whose job is it anyway? The importance of accountability in the world of Customer Experience

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I absolutely love it when people share things with me that I have never come across before. It is why I am so adamant about calling myself a ‘specialist’ – not an expert – as I spend my life continually learning.

The 14 Leadership Principles that Drive Amazon

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Over the last five years, a small number of organisations have featured multiple times in my writing. In the vast majority of cases, I have used these businesses as a way of bringing to life global best practice in the field of Customer Experience Management.

Customer Service; Customer Experience; Customer Centricity – what is the difference between them?

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It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity.

‘Sweeping the steps of Customer Experience in 2014? – out with the old and in with the new for 2015

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As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Customer or Hostage? The unfortunate story of the UK passenger rail industry

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If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy – from the commuting perspective that is.

Customer Experience: The Differentiation Battleground

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The Golding family car – a Renault Grand Espace we affectionately call ‘the beast’ – is reaching the end of its life.

Engaging Your People in Customer Experience Improvement Activity: 6 Key Questions 

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In this, my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric.

Customer Experience Design: 3 essential (design) skills for creating a great customer experience

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5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call

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I often have to remind myself that I am in a privileged position in my chosen profession. I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric.

CUSTOMER CULTURE: How does it drive future business performance?

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I have written many times about the subject of Customer Experience and the different opinions that people hold on whether it really does make a difference.

How to Embed a Customer Experience Framework 

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In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric.

‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report

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‘Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one.

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Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

How to spectacularly fail your customers and damage your brand – by British Airways

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Before I start this post, I must first make a couple of sincere apologies. As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling.

Customer Experience Commitment – 2016 Customer Centricity Research Findings

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When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. The problem with my subject, is that very often, there is no right answer!

Taking Ownership – key to the success of your approach to Customer Experience

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As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts.

What does it really mean to be a Customer Experience Professional?

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Last week I had the honour of being a judge at the 8th annual UK Customer Experience Awards. The fact that I have now been a part of this yearly celebration for all 8 of those years (as a finalist, winner and judge), makes me feel rather old.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

7 Top Tips to Create a Customer-Centric Culture 

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As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality.

Find, Win, Keep: A simple customer centric business strategy

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I have been positively influenced by many people and organisations over the years – in fact I continue to be on a daily basis. As well as being a big believer in the principle of ‘simplicity’, I am also an advocate of ‘shamelessly stealing’ ideas that make sense to me.

What it takes to be a Customer Experience Professional – My CX Journey, by Carlton Gajadhar

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Mystery Shopping Programmes – great in reality or just in theory?

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I consider myself remarkably fortunate to do the things I do. One of the great pleasures of interacting with so many organisations is that I get to meet some amazing people… some amazing leaders. Many of you will have heard or read about my Grandma – Pauline Golding.