CX Articles

Gauge your current CX capability

In the last installment, we spoke of the need to decide your customer experience (CX) ambition.  This refers to the CX maturity level that you aspire for as an institution.  What do we mean by ‘maturity level?’  This refers to your capability to produce a desired customer experience for your customers. Deciding the CX capability […]

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Set your CX ambition

Nobody normally sets off on any journey without first deciding where they are going. The same is true for the customer experience (CX) transformation journey.  You have to decide your CX ambition.  In other words, what is the kind of experience that you want your customers to enjoy? We must first determine where we are […]

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Brand values

According to wikipedia.com, a brand is: ….an overall experience of a customer that distinguishes an organization or product from its rivals in the eyes of the customer. A brand communicates: What the company promises to the customer What the company is known for What makes the company different How the customer identifies the company We […]

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Raising leadership conviction

In the most recent post, we spoke about Gauging Leadership Conviction.  So how do you move forward if you discover that leadership conviction regarding the importance of customer experience is low? Well, the natural next step is executive customer experience education.  This is the supply of information that will assist corporate leaders to understand the importance of customer experience […]

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Gauging Leadership Conviction

We have been arguing in prior weekly installments that leadership conviction regarding the importance of the customer experience is vital.  So vital that we have recommended not attempting any customer experience transformation intervention before leadership conviction is set in favour of customer experience. The question is “How do we measure leadership conviction?” We have discouraged […]

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Leadership conviction

In the article on Leadership posted last week, we said: ….one of the key responsibilities of anyone charged with customer experience transformation is to gauge the customer experience convictions of leaders. This is an important starting point before attempting any customer experience interventions.  We have shared already that this is because organisational change is based […]

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Leadership

In the last installment, we said: If actions do not spring from a set of strongly held beliefs or principles, then the actions cannot be sustainable.  They will lack the impetus and drive for continuity because they are not based on any real conviction in the minds and hearts of leaders. Why?  This is because […]

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Values

Values are the bedrock of a successful and sustainable customer experience culture transformation. Values are your set of esteemed beliefs as an organisation. Whatever interventions and projects you will institute to improve or transform customer experience and service must be traceable to the set of beliefs espoused by your organisation. We start by establishing a […]

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Happy New Year

A happy and prosperous New Year from Service Buddy! It is a good time to press the reset button and set the trajectory of your customer experience profile.  As usual, we are here to educate, consult & facilitate great customer experiences with you. This year, we will consolidate our ideas into a weekly capsule to boost your energy for […]

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CX governance – organisational structure (CX Manager)

CX governance is about the direction and control of the transformation and growth of customer experience (CX) in the enterprise.  We have provided the CX governance framework and are walking through the seven responsibilities of CX governance. We have already documented a brief  of CX culture; CX strategy; the Evaluation of CX options & Approval of selected initiatives and Organisational […]

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