The Lifetime Value of a Customer

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. The lifetime value of a customer is dependent on various factors … Read More

Employee experience matters – a lot!

Next Level Customer Engagement

01 Feb 2016 – Shaheema Adams 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 … Read More

Six reasons to focus on customer satisfaction

15 May 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 … Read More

How important is the customer journey to you?

17 April 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. These days there is no getting around the need … Read More

The ultimate customer experience management formula

1 April 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.  Designing your business from the outside in … Read More

Identifying customer needs: why it matters

19 March 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. The problem … Read More

What does business process optimisation have to do with customer experience?

Business Process Management Optimisation Customer Experience

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. … Read More

The next level: customer engagement

Next Level Customer Engagement

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. Advertising campaigns, enticing sales promotions, and loyalty reward programmes capture people’s attention, but … Read More

How can your company benefit from enterprise feedback management?

Enterprise Feedback Management Rating

13 February 2015 – Andrew Cook With customer experience management taking the fore, the need to map every area of your business has never been greater. Andrew Cook explores what an enterprise feedback management system can do for your company. Customers are more demanding and more connected than ever before. They’re also becoming a lot more vocal about their needs … Read More

Apples and oranges: the dangers of bad Net Promoter Score benchmarking

Apples and Oranges Dangers of Net Promoter Score Benchmarking

15 January 2015 – Andrew Cook When we think about Net Promoter Scores, it’s easy to leap to Apple as the ideal player to emulate: how many other companies can boast such a fervent base of promoters? Apple is one of the big proponents of the Net Promoter Score and unsurprisingly leads the way in scoring, with a massive 72 … Read More