Netflix a Customer-Centric Champion (2-3min) In contrast to the usual heavy handed policing of copyright and intellectual property in the video-on-demand space, Netflix demonstrates true customer-centricity in this ‘cease and desist’ legal letter sent to fans …
Village Secrets of CX Success (3min) Village Cinemas has grown its NPS by nearly 11% in the past 12 months. Mohit Bhargava, Village Entertainment GM of sales and marketing, attributes the result to effective cross-functional alignment …
Why Customer Experience Belongs to the Customer (2-3min) A timely reminder from experience design expert Brian Solis about the true meaning of Customer Experience, and how organisations that talk about the importance of CX often fail …
Journey Mapping Workshop – Sydney You Nailed It! We hit the ground running and took a deep dive into customer understanding at last week’s Customer Journey Mapping workshop in Sydney. Great energy and a collaborative effort …
Shaping the Customer-Centric CMO (3-4min) Customer-centric companies such as Amazon, Sephora and Starbucks are outperforming their competitors and setting the standard when it comes to understanding and satisfying customer needs and expectations. This Harvard Business Review …
Journey Mapping Workshop – WOW! (2min) Our first Customer Journey Mapping Workshop in Sydney this week was a great success. Everyone approached the day with enthusiasm – giving 100% energy, exploring new learning with curiosity and …
How LinkedIn Links Customer & Culture (2-3min) According to LinkedIn’s VP of Customer Operations, the company’s phenomenal success is driven by a culture where employees at every level of the business are empowered to make decisions …
Customer-Centric #GrowthHack 6 (3min) Alex Allwood’s Customer-Centric GrowthHack this week looks at why customer experience initiatives often fail, the reasons CX strategies lose traction and how to remedy the situation with a ‘CX Fix It’. …
Customer-Centric #GrowthHack 5 (3min) Alex Allwood’s Customer-Centric GrowthHack is back, with Part 2 of ‘Marketing-It Internally’. This week Alex discusses solving the CX alignment problem by bringing the customer to life and building cultural empathy, …
Forrester Points to Emotion Before Execution (3-4min) According to CX expert Jeanne Bliss, the key takeaway from Forrester’s recently released US 2017 Customer Experience Index, is successful CX brands focus on forging an emotional connections …
