29 February 2016 – Smoke Customer Intelligence The lifetime value of a customer is an important aspect for any company as it determines what a customer may be worth to you if you manage to hold on to them for a prolonged period of time, versus what you stand to lose if your customers churn quickly.

1 February 2016 – Smoke Customer Intelligence Recently, several posts on social media have drawn attention to the importance of cultivating the right employee experience in a companies’ overall customer experience lifecycle. This took me back to a quote from Doug Leather’s book The Customer Centric Blueprint where he maintains that engaging your employees in your quest for customer-centricity may seem daunting, but small steps in the right direction are exponentially better than large steps nowhere.

15 November 2015 – Andrew Cook I have gained first-hand experience working within the insurance industry on their customer experience management and voice of the customer strategies over the past decade. One of the things I have seen is that many struggle to let go of outdated business methodologies. While there are industry leaders who are interested in exploring CEM, few have fully realised how digital CEM strategies can catapult their business to an all new high.

29 June 2015 – Andrew Cook It’s been a while since we discussed the importance of addressing customer needs and requirements. Your customers not only want great products and services, they also want to know that your business understands their needs and wants. Identifying customer needs allows you to build your business on a strong foundation of customer-centricity.

29 June 2015 – Andrew Cook I’m a firm believer that business leaders should be turning their focus to the customer journey. Many haven’t yet discovered the value of creating a customer journey map and they’re losing out on a crucial tool that can be used to improve processes and reduce customer churn.

29 June 2015 – Andrew Cook Forget price and product wars, getting customer satisfaction right has become the key differentiator in today’s increasingly competitive market. It’s a well-known business adage that it’s cheaper to retain customers than it is to acquire news ones, and customer satisfaction is precisely what drives this truism. Slashed prices won’t reduce customer churn or negative word of mouth when the service that accompanies them is in the gutters.

29 June 2015 – Andrew Cook Customer experience management has become so strategic for many business leaders that companies are starting to lose sight of its purpose. While every business leader I encounter is striving for the competitive edge of customer experience management, many still see it as a plug in to their business. 

10 March 2015 – Andrew Cook Customer experience management is about balancing the fluffy stuff with optimal operations. Focusing on delighting your customers means that customer needs should tie in with business process optimisation. The one cannot be achieved without the other. Companies that prioritise successful business process optimisation find that they are able to offer long-lasting customer experience benefits.

20 February 2015 – Andrew Cook Companies are talking about customer engagement and the concept is causing a stir in service-driven companies. But is customer engagement just a new buzzword for customer experience or is it taking companies to the next level? Andrew Cook explores the concepts.