11 Oct 2015

(If you’ve not read the precursor to this dialogue you might want to at this link, at the end of this post)One always thought customer experience reached its pinnacle at the way larger 5-star (even 7 star) hotels treated (read that as pampered) their customers. It was always about lavishness and luxury, about large intimidating lobbies, plush sofas and hushed tones. It was about how your...

09 Oct 2015

So who needs customer experience?Frankly no one. Except, those business that need ...well... customers.So if you are in a business and want to get new customers or engage with existing customers or even  hold on to the customers who are planning to leave, you need to take a cold hard look at the experience you are offering your customers.For the longest time, customer experience was limi...

05 Oct 2015

Is Customer Experience - CX - just the new buzzword around the block?The right words to use at a new client presentation?Just the new way to impress those on the panel for your next career move?Do you really need it? Maybe it’s not for your industry, your sector, your specialty, your domain. Well, you know what? You may be right.Here are 6 reasons why you don’t need Customer Experience. ...