Zappos True Customer Story (video)
In this advertising video, Zappos (an online retailer for clothes) shares their anticipation on customer experience in a funny and inspirational way. You might say… Read More »Zappos True Customer Story (video)
In this advertising video, Zappos (an online retailer for clothes) shares their anticipation on customer experience in a funny and inspirational way. You might say… Read More »Zappos True Customer Story (video)
Who is in charge of Customer Experience in a company?Everybody is in charge of Customers’ Experience in a company! ‘Customer Experience’ has to be an… Read More »Who in the company is in charge of CX?
Just a quick update, that I will be at the CX 3.0 Conference, held virtually next week Thursday, September 8th, at 9 a.m. CET. Find… Read More »“How to Build an Omnichannel Customer Experience”
I really enjoyed the opportunity to be challenged on the “patient = customer” thinking at a discussion with Mark Doyle and a virtual audience earlier this year. Summarizing my rationale, those are my 6 reasons why the patient is the pharma customer …
UPDATE: Unfortunately, I had to decline joining this fabulous event due to personal reasons. So, in contrary to the initial announcement I will not be… Read More »How to make metrics guiding CX in pharma? – Meet me in Zurich
Recently, I was thinking, that with all the recent advances, including CX but not limited to, we really expect a lot from our colleagues in… Read More »Is Pharma simply swamped by CX transformation?
I recently stumbled upon this meme about Prince Charles and Ozzy Osbourne … Prince Charles and Ozzy Osbourne are sociodemographic twins, and would – based… Read More »Get beyond sociodemographic twins … to shared experiences of life
The answer by my CX executive peers had been very clear, “Just ask: ‘What is our CX strategy?‘ !”. My question was, “How can I… Read More »Do you need a dedicated corporate CX strategy?
I am honest. Sometimes I am seriously bothered. Bothered by the capriciousness, I see the “CX” label been used from time to time. I am… Read More »Stop defining CX (just) as an outcome
This real life example shows how augmenting traditional metrics and research with data from their insight communities allows Toyota GB to create an authentic 360-degree… Read More »How Toyota GB uses VoC to improve the customer experience (video)