The toxic legacy of ‘The War for Talent’: talent lessons from a business failure
2001. A year of great upheavals The year 2001 will go down in history as a time of unexpected collapses and global cataclysms. While the Twin Towers collapsed in a terrorist attack that would change world geopolitics forever, another giant also fell, albeit in the corporate world: Enron, the former jewel of innovation in the […]
Teachers, we need to talk: AI is not the enemy
What is happening with Generative Artificial Intelligence is not the educational apocalypse that some fear. It is a dramatic change that transforms the way students acquire knowledge, stimulating their creativity and providing them with a powerful productivity tool. If one thing is clear, it is that the irruption of Generative AI in learning is a […]
Optimising customer effort. A challenge for companies that want to be leaders in Experience.
Philosophers have been discussing for centuries whether man is naturally good, as Rousseau thought, or, on the contrary, a wolf to other men, as Hobbes argued. Customer Experience consultants have little to say about this age-old debate, but what we are convinced of is that men (and women) are by nature lazy. Human beings, customers, […]
Origin and benefits of NPS
Who has not heard of NPS, the mythical indicator invented by Fred Reichheld, partner at Bain and one of the most influential gurus in the young discipline of Customer Experience? In his well-known article “The One Number you need to grow”, published in Harvard Business Review in 2003, Fred Reichheld explains how he came to […]
The subtle influence of Behavioural Economics on Customer Experience
Let’s imagine we are deciding which smartphone to buy. We are leaning towards a brand and, when we visit the shop, everything seems to confirm our choice: the testimonials, the data, the images, etc. This is a clear example of confirmation bias, a fundamental concept in behavioural economics, which is a discipline that studies how […]
Service Fanatics: How to build a Superior Patient Experience. The Cleveland Clinic Method
James Merlino, in his book “Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way” offers a transformative vision on how to improve the patient experience. The book, which recounts the author’s experience as Customer Experience Executive (CXE) at the prestigious American healthcare institution, offers the reader interesting insights into how hospitals can […]
Girl Decoded. Talent and diversity management in the age of Artificial Intelligence.
“Girl Decoded, by Egypt’s Rana el Kaliouby, is not just a book but an invitation to travel through a fascinating story of self-improvement, revolutionary technology and cultural diversity. Dr. el Kaliouby’s work takes us through her life and her journey to humanise technology, becoming an emblem of the global influence that a talented and diverse […]
Soul, Heart and Life. A Customer Centric vision
On 18 May, our Managing Partner Agustín Rosety participated in the 2nd Customer Experience Congress, organised by AMEC (Mexican Customer Experience Association), with a presentation entitled Alma, Corazón y Vida, una visión Customer Centric. Using the famous bolero by the trio Los Panchos as a common thread, the speaker presented what, in his opinion, are […]
Customer Centricity: how to achieve a shared customer vision
The first obstacle to making a company truly Customer Centric is to be found in the company’s own functional structure. Traditional companies are organised into departments responsible for a specific function, such as sales, marketing, finance, operations, legal, systems and human resources. Each of these departments has a very partial view of the customer and, […]
The 3 pillars of the Customer Centric company
We say that a company is Customer Centric when the customer is at the centre of all its decisions and actions. Many companies claim to be Customer Centric but, in reality, very few really are. In fact, we could say that most companies are boss-centric rather than customer-centric, as most of the decisions and actions […]
Start Up Nation: the need to encourage critical thinking in business
According to the consulting firm CB Insights, Israel had a total of twenty unicorns or technology companies valued at more than $1 billion in 2022 that have not yet gone public. That is almost as many as France or Germany, countries with between seven and nine times the population. Seven times more than Spain, which […]
When NPS measurement ruins the Customer Experience
“What cannot be measured cannot be managed”. This phrase, attributed, like so many others, to the great Peter Drucker, has become a maxim for all Customer Experience areas, which have enthusiastically implemented experience measurement systems. Among them, the famous NPS stands out, a simple, actionable indicator that gives us real-time information on the experience of […]
“Best Service is no Service” in order to become an efficient company.
In their book The Best Service is No Service, Bill Price and David Jaffe convey a distruptive idea. When customers buy a product or service, they want to enjoy it, not interact with the company they bought it from. A call or email to our contact centre is always a sign that something has gone […]
How to respond to the challenge of Omnichannel?
Omni-channel is a strategy that aims to integrate and align all available channels in order to provide a homogeneous and consistent customer experience. To understand what omni-channeling is, let’s differentiate it from another similar but different concept, which is multi-channeling. It is the company that decides for the customer which channel to use and it […]
3 key elements for customer loyalty: The Harley Davidson case
Do you know what the “fan phenomenon” is? In this case study of the well-known Harley Davidson motorbike brand, we are going to explain how to build customer loyalty and turn them into fans. Harley Davidson is one of the brands that has been able to turn its customers into fans. Among other records, Harley […]