What to do on your first CX role
A CX role is unlike any other role in the company. Customer Experience involves almost everything a company does. In that sense, it is...
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2 min
Can you make every upset customer happy?
As always, my short answer would be: No, you cannot. Nor should you aim to do so, as that is not realistic as a goal. Before we go any...
4 min
Will a focus on CX lead to profits?
This is a question I asked quite a bit, often by business owners and senior leaders. The primary motivation behind the question is to...
4 min
What's on my CX dashboard
One of the earliest recommendations I make on any company's path to higher focus on CX is this: measure the various dimensions of CX...
2 min
Is surveying customers absolutely necessary?
This is my response to Jeremy Watkin's #CXQOTD for today. Let me start with a question. Why do we survey customers? To understand what...
2 min
My one CX superpower...
This is a response to Jeremy Watkin's #CXQOTD for today. His question: if you could have one CX superpower, what would it be? The one CX...
4 min
CX and the Gig Economy - Part 1: The Challenges
The advent of the Internet and the widespread availability of consumption infrastructure have made it possible to create a variety of...
4 min
Employee Experience: What does the modern paycheck consist of?
It's 2019. I don't have to explain to you about the importance of keeping your employees happy. So I'll just say this: Of all the factors...
3 min
Now Boarding: 3 reasons why Changi Airport has great CX
Picture your typical international air travel experience. You get to the airport, drop your bags off, head past immigration, go through...
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