President
Customer Bliss
8th Sep 2017
There is an ever-increasing need to think of employees as customers as well, i.e. internal customers. Retention rates in major companies...
25th Jul 2017
I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’...
19th May 2017
eConsultancy just put out a guide around customer experience best practices , some of which are detailed in this blog post. Two stats...
7th Apr 2017
Since CEOs are often the major decision-maker within an organisation, it’s important to understand the decision-making styles of customer-...
28th Feb 2017
I came across this article on Yahoo Finance recently. It’s from PR Newswire and the title is “How Many Customer Experience Professionals...
9th Feb 2017
Organisational silos hamper the customer journey and impact the customer’s experience, so in order to provide optimum interactions,...
18th Nov 2016
We spend a lot of time in companies discussing “process mapping,” which is — theoretically, and sometimes in reality — a way to make our...
9th Sep 2016
Personally, I mostly tend to respect MBAs when they enter a business. There are dangerous elements to what we teach MBAs, yes — it’s...
19th Aug 2016
We talk often of data and metrics in modern business, but I sometimes worry people don’t always really know what that means. Consider this...
9th Aug 2016
In the writings and speeches I’ve done, I commonly refer to “one-company leadership.” That’s where you need to get to as an organization...