What Does It Take to Build a Great Business?
Why do some businesses thrive in uncertainty, even chaos, and others don’t? When buffeted by turbulent events and prevailing head winds, or hit by big, fast-moving forces that they can neither predict...
View ArticleHow To Use Negative Feedback To Be More Successful
No one likes negative criticism, but it’s often what you need in order to grow. Here’s how to use it to your advantage. Let’s face it: Negative feedback on your job performance can be a drag. Who likes...
View ArticleClik here to view.
Marketing Messages Are More Receptive When They Are Hyper Personalised
Consumers have come to expect companies to understand them and their preferences Personalisation works. Your marketing emails are 26% more likely to be opened when you include the receivers name in the...
View ArticleWhy Being Connected To Your Customers Is Not Enough
Every business and CEO likes to think that they always put the customer first, but the hard truth is that there is a huge disconnect between what businesses believe they are offering and what customers...
View ArticleClik here to view.
Where Should Customer Experience Reside In An Organization
One question that has plagued many is where to place Customer Experience (CX) within an organization. There are two schools of thought on who should own CX. Some think there should be one functional...
View ArticleWhy Webinars Are My Content Marketing Ace
As a content marketer for a B2B software company, I work on a wide variety of content types: white papers, web pages, presentations, videos and infographics. But my favourite content type of all is...
View ArticleGetting Granular with Customer Feedback
Once a month or so my family and I like to make a mass pizza order, I know it’s not great for our diet but every now and then won’t do too much damage, or so I tell myself. Every month we order fairly...
View ArticleWe Need Genuine Customer Experience Metrics
Customer experience is a philosophy and culture that puts the customer first in the belief that the best way to meet organizational objectives is to meet customer objectives. The wrong metrics, the...
View ArticleDeliver ‘Branded Customer Experience’ with These Ten Tips
Top CX tips for delivering a ‘Branded Customer Experience’. Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services,...
View ArticleClik here to view.
Influencer Marketing and How It Works
What is influencer marketing and how does it work? For those who haven’t heard the term ‘influencer marketing’ (where have you been?) or aren’t quite clear on what it means, here’s TapInfluence’s...
View ArticleTake Your Customer for Granted at Your Peril!
Disintermediation is a term which has gathered considerable momentum in the last couple of years. Far from merely serving as an annoying piece of business jargon used by financial journalists and FTSE...
View ArticleWelcome to the Age of Empathy
In today’s digitally connected society, it’s more important than ever to understand and properly demonstrate empathy. According to Belinda Parmar, CEO of The Empathy Business, empathy is just as...
View ArticleAmazon’s Jeff Bezos Just Offered a Master Class in Attracting Millennials
Absurdly Driven looks at the world of business with a skeptical eye and a firmly rooted tongue in cheek. Millennials are people, too. Some find this hard to remember, as the slightly younger,...
View ArticleTurning the Tide of a Negative Customer Experience
No matter how hard businesses try, sometimes there is little that can be done to avoid a bad customer experience. Take the ‘bent iPhone’ saga of 2014 for example. Knowing Apple, they likely performed...
View ArticleClik here to view.
In a Thriving Business, Customers Are Not Optional!
Modern consumers have grown up in a world of technology and innovation. They intuitively know how to define as well as expect exceptional customer service. In a thriving business, keeping customers is...
View ArticleOptimising Supplier Relationships to Improve Customer Experience
Customers are becoming ever more demanding, but expectations extend far beyond the right balance of price and quality. From the complexity of right product, right place, right time across multiple...
View ArticleBulk Buy: Why Zero-waste Supermarkets Are the New, Old Way to Shop
A bring-your-own containers store in east London is the latest shop to ditch packaging. But the principle of leaving nothing to waste dates back to an earlier time There is a decidedly retro feel to...
View ArticleTravel Customers Want to Get Personal – Really Personal
When you think about the number one reason why customers book via AirBnB, you may be surprised to learn it isn’t to buy a low-cost product. In fact, it turns out their choice is based primarily on the...
View ArticleHow to Avoid the Traps of Customer Experience Measurement
Victoria Bough, General Manager for Customer Experience Solutions at Periscopeâ By McKinsey, explores the key steps and traps to avoid in transforming a middling approach to customer experience...
View ArticleClik here to view.
Customer Service with Passion and Principles
In 1979, long before customer service came into vogue, I designed the world’s first customer service training program. I felt that if organizations would make their customers feel special, wanted, and...
View Article