Customer experience Archives

Customer Experience Tools and Trends 2018

Gerard du Toit, Andreas Dullweber, Richard Hatherall and Martha Moreau | Bain & Co | August 1, 2018 Good article looking at the top tools are in customer experience measurement and what new tools are. The top 3 in adoption were predictive analytics, sensors in products...

Gerard du Toit, Andreas Dullwe...

August 2, 2018

Blog Customer experience

My favourite customer quotes

>“Get closer than ever to your customers. So close in fact that you tell them what they need well before they realise it themselves.” Steve Jobs >“Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their...

>“Get closer than eve...

September 12, 2017

Blog Customer experience

Five questions brands need to answer to be customer first in the digital age

Prashant Gandhi, Jonathan Gordon, Jesko Perrey and Sofia Serra | McKinsey| July 2017 Good quick checklist of important considerations for developing a customer centric organisation. Thinking about the end to end customer journey is essential, not just touchpoints which don’t enable you to see the full...

Prashant Gandhi, Jonathan Gord...

July 23, 2017

Blog Customer experience

31 Facts on the Customer Experience and Marketing in the Digital Economy

Peter Johnson | Digitalist, SAP | June 22, 2017 Some really interesting facts on the value of giving your customers a better customer experience including: Since 2009, a stock portfolio comprising the brands that provide the simplest customer experiences outperformed the major indexes. The Simplicity portfolio grew +433%,...

Peter Johnson | Digitalist, SA...

June 22, 2017

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Putting customer experience at the heart of next-generation operating models

Shital Chheda, Ewan Duncan, and Stefan Roggenhofer | McKinsey | March 2017 The article has some interesting examples and highlights the value of improving customer experience. Although most of it is common sense (and a fair bit of jargon), a good checklist below. Start with a...

Shital Chheda, Ewan Duncan, an...

March 30, 2017

Blog Customer experience

The Digital Future of Retail

Chong Mock Seng | Digitalist Magazine by SAP | March 15, 2017 Some interesting examples of new business models and how retailers are engaging better with customers. Zara - with its new online store for Singapore. Indonesia’s PT Matahari Department Store also dove into e-commerce with the launch of MatahariStore.com, which...

Chong Mock Seng | Digitalist M...

March 15, 2017

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The Easiest Way to Know How Successful Your Company Will Be

Clark Lagemann | Fortune | December 16, 2016 How to build a product to solve a customer problem. Many businesses presume they know what their audience wants without hitting the pavement and asking the customers themselves. You need to ask! Read more...

Clark Lagemann | Fortune | Dec...

December 16, 2016

Blog Customer experience

Customer Experience Driving Digital Transformation in Australia: Study

Staff writers | Study sponsored by Hitachi Data Systems – Which-50, December 5, 2016 25% of Australian businesses identify ‘to become more customer focused’ as there top strategic priority 46% of Australian executives see customer engagement, acquisition and retention as a major organisational goal 49%...

Staff writers | Study sponsore...

December 10, 2016

Blog Customer experience Uncategorised

Transforming operations management for a digital world

Albert Bollard, Alex Singla, Rohit Sood, and Jasper van Ouwerkerk | McKinsey | October 2016 Organizations investing in human and digital capabilities can start by asking themselves several critical questions: Do we really understand how customers interact with us now, and how they want to in...

Albert Bollard, Alex Singla, R...

October 10, 2016

Blog Customer experience Uncategorised

The CEO guide to customer experience

Executive Briefing | McKinsey| August 2016 A must read article which reinforces the difference between customer touch points and customer journeys and why we must understand the end-to-end customer journey. Customer journeys are significantly more strongly correlated with business outcomes than are touchpoints. Armed with advanced analytics, customer-experience leaders...

Executive Briefing | McKinsey|...

August 23, 2016

Customer Experience Tools and Trends 2018

My favourite customer quotes

Five questions brands need to answer to be customer first in the digital age

31 Facts on the Customer Experience and Marketing in the Digital Economy

Putting customer experience at the heart of next-generation operating models

The Digital Future of Retail

The Easiest Way to Know How Successful Your Company Will Be

Customer Experience Driving Digital Transformation in Australia: Study

Transforming operations management for a digital world

The CEO guide to customer experience

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