Resources


‘Perfect’ customer relations

‘Perfect’ customer relations

Working with customer experience as a program over the time illustrates that the attitude towards criticism and conflict changes. Critics become welcome. To encounter no critical feedback is seen more as a lack of interest rather than as a sign of perfection. Critics...
Establishing a technical platform and infrastructure

Establishing a technical platform and infrastructure

Once the corner stones of customer experience management are set, and once the customer journey logic and data structure are defined, it is time to choose a software tool base for data collection, data analysis, and reporting. It should be an enabling software,...
What scale should I use to measure CX?

What scale should I use to measure CX?

Scales are a critical element when you want to measure. Scales are a kind of grammar of customer experience. They are a way for customers to express themselves in an easy way, and a means to compare and analyze the data. What is a ‘good’ scale? In ‘older times’ we...
Overcoming the verticals

Overcoming the verticals

The big blocking point for any customer experience program is the vertical organization of companies. As each head of department follows independent targets, the horizontal journey across departments is disparate. Through the customer’s eyes, it appears bumpy. The...
Learn customer language

Learn customer language

If you do not understand your customers, you need to do your homework and attend your language lessons. Customer-centricity means putting customers at the center of activities. But what is the relation between the center and the rest? And in which language do the two...