• June 18th, 2013

NPS – Simple does not mean easy or quick

  I’d like to start by thanking our host Satmetrix and in particular Bill Karpowicz and his team for...

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  • June 11th, 2013

Coming soon – EMEA Net Promoter Conference 13th -14th June

Comments Off on Coming soon – EMEA Net Promoter Conference 13th -14th June Customer Experience Management Net Promoter Score®

Over 300 CX professionals are expected at the annual EMEA Net Promoter Conference in London this week. Whether you are a...

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  • June 10th, 2013

Does your Customer eXperience stand out?

Comments Off on Does your Customer eXperience stand out? Customer Experience (CX) measurement CX Journey Mapping

The one thing your competitors will struggle to copy is your customer experience. More organizations are now starting to...

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  • May 31st, 2013

Panasonic has let me down again!

Comments Off on Panasonic has let me down again! Customer Emotions Customer Experience

Once upon a time I was a Panasonic fan, even a brand ambassador. That all changed due to Panasonic...

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  • April 16th, 2013

Only 28 days to ECEW 2013 14th -16th May

Comments Off on Only 28 days to ECEW 2013 14th -16th May Customer Experience Management CX Journey Mapping

I’m looking forward to catching up with fellow CX professionals at European Customer Experience World. This year it will...

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  • March 7th, 2013

Coke CX – Where in the world do you want to send someone a free Coke?

Comments Off on Coke CX – Where in the world do you want to send someone a free Coke? Customer Experience Management

I’m old enough to remember the original Coca Cola TV advert, “I’d like to buy the world a Coke.”...

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  • February 21st, 2013

A BT CX with a channel twist

Comments Off on A BT CX with a channel twist Customer Experience Management

A BT CX with a channel twist I’ve been holding in a queue for 9 minutes and 31 seconds....

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  • February 7th, 2013

Part three – 13 tips to create your customer experience (CX) game plan in 2013

Comments Off on Part three – 13 tips to create your customer experience (CX) game plan in 2013 Customer Experience (CX) measurement Customer Experience Management

Part three – 13 tips for your 2013 CX game plan In part 1 I highlighted the benefits of aligning...

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  • January 22nd, 2013

Part two – 13 tips to create your customer experience (CX) game plan in 2013

Comments Off on Part two – 13 tips to create your customer experience (CX) game plan in 2013 Customer Experience (CX) measurement Customer Experience Management Net Promoter Score®

13 tips to create your CX game plan in 2013 (part two) As our way of helping you identify...

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  • January 18th, 2013

13 tips to create your customer experience game plan in 2013 (part one)

Comments Off on 13 tips to create your customer experience game plan in 2013 (part one) Customer Emotions Customer Experience Management CX Journey Mapping Touchpoint Dashboard

 13 tips to create your CX game plan in 2013 (Part One)   Whether you are a large corporation or...

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