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The Customer Experience ripple effect

In celebration of Global CX Day on 5 October 2016 it is perhaps time to look at Customer Experience with a different lens on …   Almost daily we hear “I hate calling call centres, they are useless” or  “Don’t even bother going to that shop, the queues are horrendous”. We sometimes see customers lose it completely (it happens to …

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Celebrating Global Customer Experience Day on 5 October 2016 – a tribute to brand warriors!

As 5 October approaches, Customer Experience professionals worldwide are preparing for a celebration of acknowledgement, knowledge sharing and showcasing of Customer Experience stories from around the globe.   As each time zone awakes, there will be gatherings, online discussions, webinars, social media buzz and general excitement and igniting of ideas.   What is customer experience (CX)? I define it as …

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Deliver purposeful CX through authentic and designed brand experiences – Craig Lee (Previously with Emirates Group)

Showing some stats about CX Customer Experience as a discipline Also talk about Brand love Customer Experience leaders outperform by 43% Get your outside messaging and your inside message aligned. We often first design our brand and then figure out how to deliver it. It is the fluffy stuff that the training department does. Those branded experienced deliver value to …

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The value of CX in emerging markets – Qaalfa Dibeehi from Forrester

Lets bust some myths! • CX is a luxury • Price is king • CX is a tech issue In the age of the customer there are 5 Areas to pay attention to: 1. Transform the customer experience 2. Accelerate digital business 3. Embrace mobile 4. Turn business insights into action (or otherwise called big data) 5. Create trust – …

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Customer Experience Design as a Craft

To an outsider that does not understand the work, it may look like we draw lots of pictures, talk too much, ask people invasive repetitive questions and then play back the answers. To the insiders who adore customer-centred innovation and design, it is a craft that produces collaborative art. So, how do I define Customer Experience Design? Customer experience design …

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The customer experience ecosystem

For a leader to truly influence and effect transformation, he needs to understand the ecosystem that creates the customer experience. Each component needs to be evaluated to determine its positive or negative effects on the end result – the customer experience. I will go through each of the elements of the ecosystem illustrated in the diagram and summarise the leadership ...
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What is a customer experience transformation?

One of my favourite questions is, “Can you come and run a CX project for us?” My problem with this question is that it is really asking whether you will be the fix-it person at whom they can throw things. It is also assuming that customer experience has a finite beginning and end and a defined scope – so you …

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The drivers of customer loyalty

Loyalty has various dimensions to it that I would like to explore in more detail. Attitudinal Loyalty This refers to my attitude towards a brand. What I say about the brand may be positive and how I relate to the brand may be positive, but whether my behaviour is aligned with my attitude is not necessarily guaranteed. Behavioural Loyalty This …

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How customer centered innovation will drive differentiation

Anyone can copy your product or your store or your decor or your ideas. What is much more difficult to copy is a richly embroidered experience. When you have designed an experience and paid attention to a thousand details in that experience, it is incredibly difficult to copy that. The thing about innovation is: It is not expensive. Anyone can ...
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Why customer experience transformation will grow your business

Many businesses have forgotten why they exist. As Simon Sinek so eloquently said, “We all know what we do and how we do it but we don’t nearly question enough why we do things.” Your business exists for one purpose and one purpose only and that is to solve some problems in a customer’s life. The key to success and ...
To access this content, you must purchase Customer Experience Indaba Membership or Step-by-Step 12 Week CCXP Preparation Coaching, or log in if you are a member.
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What is customer experience?

There are so many definitions out there. What a definition of something tries to achieve is to box the subject into something neat and consumable with which a person can feel comfortable. Customer experience definitions do not achieve this. The ones I have found all remain messy although they sound neat. Over the years I have changed my mind about ...
To access this content, you must purchase Customer Experience Indaba Membership or Step-by-Step 12 Week CCXP Preparation Coaching, or log in if you are a member.
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Those ‘idiots’ are your brand ambassadors!

We all know the 4 P’s of the marketing mix: product, place, promotion and price. But I want to challenge this and ask where does the ‘why are we in business other than to make money’ fit into this equation and with that, why are employees and customers left out of the loop to help create customer experiences in many …