Archive for ‘CX’

March 10, 2017

The Customers Experience’s BlindSpot

customer-loyalty

The news these days reports that poor CX is costing UK companies £37 bn, with retail and telcos losing the most in 2016. Ironically, the sectors who lose the most, according to a recent study by KPMG Nunwood, are also those which invest the most and get the best improvements in CX.

This looks like a paradox, but it is not.

Organisations have realised the importance of customer experience and they are moving fast into this space. Terms like Customer journey mapping, touchpoints, or ecosystems are words that abound in most business and strategy related conversations.

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February 20, 2017

Millennials are going beyond the individualistic BabyBoomers

img_20170216_182627964I have been reading a lot about Millennials, this new breed stemming from the digital age.

Were these Millennials so much different?

I, as a GenX, could easily relate to what I was reading and did not realise the real gap until I had the opportunity to directly compare the ways of thinking, the value systems, attitudes, and mental models, of Millennials and Baby Boomers.

The opportunity came through some workshops I facilitated to explore how customers felt about brands and their experience as consumer and shopper.

I decided to run the workshop using Lego Serious Play, a facilitation method that asks participants to build metaphorical models with Lego bricks to answer specific challenges and questions.

The method is based on narratives and storytelling, and participants are the only one who hold the interpretative keys to decode the metaphors and stories kept in their model. After building their model to answer the question, participants share their stories and their models with everyone, explaining the meaning of their models and sharing their views and perspectives on the issues I was investigating.

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