It’s a question that’s being asked more often these days now that the term is being used more frequently and in many different contexts. This is the way we define the term:- “A customer experience is a blend between a businesses physical performance and the way a customer feels about that performance based on their [...]

UK supermarket chain Tesco has always been afforded a reputation for providing a positive customer experience. But new competition, along with growing customer expectations, a down economy, and a lack of customer focus have taken its toll on the retailer. The company announced today that it would add 20,000 jobs over the next two years, [...]

a) A lack of a sustainable competitive advantage- • Competitors copy their ideas • Nothing to stands them out from the crowd • Nothing to peg their marketing too • Nothing that adds value • Price becomes the focus • Margins impacted Your Customer Experience strategy can be your sustainable competitive advantage. – Leadership, Culture [...]

1) The lack of a sustainable competitive advantage 2) The lack of customer loyalty and advocacy 3) Having the right people to deliver their Customer Experience 4) A decreasing return on marketing spend Over the next few blogs I will expand a bit on how the development of a high quality consistently delivered customer experience [...]

Let me share with you the single most important factor for business success. It’s not your products or services It’s not your management It’s not your rules & regulations It’s not your processes & systems It’s not defined job responsibilities Its not financial rewards   It’s the choice your people make every day regarding the [...]