Category: Customer Experience

How Well Do You Know Your Partner?

Relationships can be tricky. Perhaps unsurprisingly, the same relationship dynamics apply for B2B experiences. Successful relationships require that we understand and respond to the needs of our partner. If you already have a partner, they’ll hopefully have a good idea of your...

Clear Versus Unclear: Managing Customer Interaction During New Product Development

In a complex customer relationship, finding the best way to organize and manage customer interaction is anything but simple, especially when the product is technically complex. However, a deep understanding of customer needs is essential to new-product development processes. Rather...

So You Attended the Customer Experience Workshop, What Now???

If you have ever worked in a company that is looking to improve its sales, often Customer Experience(CX) is defined as the solution. Normally a CX expert is drafted in and a workshop created for the key stakeholders. This often...

Unlocking Business Growth through Emotional Connection

In a world where an alternative retail outlet or utility supplier is just one click away, businesses in every sector need to raise their game urgently. As many as 89% of businesses expect to compete on customer experience, yet 95%...

Extensive Read: Tips to Accelerate Customer Experience Implementation in Your Organisation

Are you aspiring to move into a Head of Customer Experience role or are you already either there or in a position of influence and looking for ideas on how to accelerate effective delivery into the corporate? When I say accelerate...

The Evolution of CRM: eCommerce Integration

In the consumer world, eCommerce surrounds us and it’s raising our expectations of service to unprecedented levels. Every time we want to make a purchase, we venture online safe in the knowledge that the products and/or services we want are...

Why Identity Is Key to Customer Retention

Marketers today face a growing challenge in attracting and retaining customers who demand better brand experiences than ever before. In fact, 82% of consumers across the world have stopped doing business with a company following a bad customer experience. Difficult economic...

Why I Think Flying in Consultants to Grow Your Business Isn’t the Silver Bullet

Outside In hosted a webinar on 9th February discussing our “growth engine”. Growth is a pretty vague, sometimes huge, sometimes feared, perhaps grey yet obvious and frequently used word in B2B. Surely everyone is striving for growth as they head out on the...

Try This Innovation Technique

One of the things I promise in my workshops, is I can teach people how to innovate. I was born naturally “left brained” and jealous as hell of those natural innovators who think differently from the rest of us. I...

The 10 Most-liked Advertising CEOs

As much as advertising can be a creative pursuit, it’s a relationship business too. And advertising bosses aren’t just required to keep their clients sweet — just like any CEO, they should also maintain a happy staff too. We asked Glassdoor, the careers...