5 tactics to deliver dreadful customer experience

Ever wondered how to masterfully ruin your customer experience? Well, you’re in...

The art of making customer experience easy

In 2015, I saw the future one Friday morning on Cromwell Road in London. The...

a Pink cocktail of Barbie, differentiation theory and behavioral research

Today's CX blog is a pink cocktail mixed with Barbie, differentiation theory,...

Guide: 7 most important customer survey questions to ask

The questions you select and choose to ask in your customer survey have a huge...

Download: All you need to know about the new NPS 3.0®

This memo "Net Promoter 3.0® – Inspiration from Fred Reichheld" gives you...

there is a new sheriff in town!

Is it a good thing when a company gets a new, experienced CEO? Sort of,...

Don’t forget the product in the customer journey

You don’t need to study the lesson on Customer Experience for too long to be...

4½ books that are not about Customer Experience ...

... but which will still help you get better at it.My good colleague Else from...

The art of surveys in Paris

I am quite fond of art. Great art, for me, is when the artist knows his trade...

Standin’ on a Mountain Top

... song by Seals & Crofts. However, on this July day, the only music you can...

Avoid harmful KPIs with 3 tips from behavioral psychology

I am surrounded by KPIs. The infamous Key Performance Indicators.

Three hurdles to your customer segmentation

I am a frustrated fan of customer segmentation - and I really do have to share...

Time for an injection: Inoculate customers!

At time of writing this, I have never lost my baggage on a flight. 7-9-13. I...

The customer comes first - if your employees are properly motivated!

I was in the middle of observing the staff at a Waitrose supermarket in London....

Can disruptions and customer focus go hand-in-hand?

A few months ago, I displayed some rather suspicious behavior in a number of...