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CXPA // Demystifying the ROI Challenge – How to Make Sure Your CX Program Delivers Value
If you want to better understand how to create a positive ROI for your CX initiative(s) by focussing on value creation, watch my latest video for the CXPA Insight Exchange Video Series: Felix Bennien focuses on customer-centric business transformation and business...
Sunday Readings #6 // Manage the now, prepare for the ‘new normal’
There are numerous posts about how to respond to the current COVID-19 crises and I thought long and hard about adding my own perspective – or stay silent ... But this is a time of sharing, so here we go ... A two-speed challenge First of all, things will never be...
Sunday Readings #5 // Suffering from CX VOC analysis paralysis?
There is a common phenomenon, that more and more companies implement 'Voice of the Customer' platforms, but then get overwhelmed by the data they collect – not really knowing what to do with it. There are a couple of reasons for this. First of all, I tend to...
Sunday Readings #4 // How the quest for understanding customers’ needs impacts their journeys & experiences
How many of these little pop-ups that ask you for feedback did you click away? And how many of those emails that ask you to take a short survey did you delete without even opening them in recent days, weeks and months? We do it every day. As do most customers. Because...
Sunday Readings #3 // The illusion of rationality // Personal value beats business value in B2B decision making
For decades, many marketing professionals and academics believed that there is a big difference between B2C and B2B marketing. The rule of thumb was that, whereas consumers can be influenced by emotional advertising and psychological messaging, professional decision...
Sunday Readings #2 // The quest for purpose // More than a 21st-century mission statement?
Purpose is hot. Everyone talks about it. But is it really about something new? Something that didn’t exist a year or two ago? Isn’t businesses looking for meaning – beyond making money – something we have seen before? A quest that resulted in coming up with a mission...
Sunday Readings #1 // The change formula // How to transform your business, successfully
We live in times of exponential transformation and CHANGE [C]. Companies, that have been around for more than 100 years die, while others, that didn’t exist yesterday, become world leaders tomorrow. So, what does it take to survive? We believe the formula to achieving...
Vt=Vn*T^2 // The trust formula // How to create new value by making CX your OS
By Felix Stöckle Businesses that aim to survive in the digital age need to make customer experience their underlying operating system – to create new value for both, customers and their business. On this journey, customer trust becomes the most crucial success factor....
The CX glossary // Establishing a common language
When corporate CX managers, consultants and agencies talk about customer experience they often mean very different things. The following glossary aims to support finding a common language: Customer experience // The total sum of all interactions of a customer...
How to give meaning (back) to business and create an ’emotional monopoly’ with customers
Lots of businesses are so focused on their internal structures and processes, they tend to forget what their customers really want. They just don't listen and operate inside-out, instead of outside-in. In many cases the same is true for their employees. Taking a deep...