CX and the New Normal (Part 3) : Understand Opportunities from New Customer Personas,
As the dust settles on the COVID-19 shock and recovery is in sight, the ‘New Normal’ is now the reality,
As the dust settles on the COVID-19 shock and recovery is in sight, the ‘New Normal’ is now the reality,
There are many different theories and methodologies around change management, and in this weeks’ post I won’t be going deeply
Often customer experience or advocacy initiatives are driven from the top down, and specific departments are made more accountable than
For those new to Net Promoter Score (NPS), it can be easy to fall into the trap of obsessing over
What is closed loop feedback and how can it empower your frontline? Let’s see how Janet, a store manager at a
Part 1 of 2, this post will list commonly used terms and words in the customer experience world to help
Clients often ask me about designing an NPS program for a retail environment. Based on my experience, considering the emotional
Australian retailers are facing challenging times. They operate in a highly competitive market place and they are serving consumers that
1. Customer Experience is one of the key strategies for your business. 2. You have the full support
Customer Experience (CX) Programs have to have a “due north” and ultimately the test for their success is the creation