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Sunday Readings #6 // Manage the now, prepare for the ‘new normal’​

Sunday Readings #6 // Manage the now, prepare for the ‘new normal’​

by fbennien | 19 Apr 2020 | Blog

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...
Sunday Readings #5 // Suffering from CX VOC analysis paralysis?

Sunday Readings #5 // Suffering from CX VOC analysis paralysis?

by fbennien | 9 Feb 2020 | Blog

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...
Sunday Readings #4 // How the quest for understanding customers’ needs impacts their journeys & experiences

Sunday Readings #4 // How the quest for understanding customers’ needs impacts their journeys & experiences

by fbennien | 17 Mar 2019 | Blog

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...
Vt=Vn*T^2 // The trust formula // How to create new value by making CX your OS

Vt=Vn*T^2 // The trust formula // How to create new value by making CX your OS

by fbennien | 10 Mar 2018 | Blog

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....

How to give meaning (back) to business and create an ’emotional monopoly’ with customers

by fbennien | 17 Aug 2017 | Blog

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...
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  • CXPA // Demystifying the ROI Challenge – How to Make Sure Your CX Program Delivers Value
  • Sunday Readings #6 // Manage the now, prepare for the ‘new normal’​
  • Sunday Readings #5 // Suffering from CX VOC analysis paralysis?
  • Sunday Readings #4 // How the quest for understanding customers’ needs impacts their journeys & experiences
  • Sunday Readings #3 // The illusion of rationality // Personal value beats business value in B2B decision making

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