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 […]
Can Artificial Intelligence improve the customer experience?
A few weeks ago a good friend sent me the following message “I want to start playing padel and I need your recommendation to buy a padel racket“. I’ve been playing padel as a hobby for quite a few years now and, to be honest, I find it easier to win a match than to […]
Winning hearts and loyalties: 5 trends in Customer Experience in 2024
Customer experience trends refer to emerging patterns or significant changes in the way companies interact with their customers and how customers perceive and experience the products, services and processes offered by those companies. These trends often reflect changes in customer expectations and behaviours, as well as technological and cultural developments. In the digital and highly […]
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 power of the ‘Close the Loop’ process in customer experience
I remember one day when I had to call the customer service of a company 4 times in one day. I wasted a lot of time and energy and, above all, they made my satisfaction as a customer very bad. There were many shortcomings in the process, such as poor customer service, snowballing from one […]
Competence and warmth. The key to generating feelings of admiration and loyalty in our customers.
The theory of competence and warmth, as expounded by Chris Malone in “The Human Brand”, gives us a deep understanding of how we perceive people and brands in our everyday interactions. This approach is based on social psychology and suggests that our appraisals of others can be summarised in two fundamental dimensions: competence and warmth. […]
The importance of usability in the customer experience: Jakob Nielsen’s 10 Heuristic Rules
When we encounter an application or website that does not respond well to our actions, frustration can be evident and affect our perception of the product or service. Similarly, by evaluating the ease of finding relevant information and navigating a website such as the Yale School of Art’s website, we can understand the importance of […]
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 […]
Innovating through new customer relationship channels
“In the distance, our hearts embrace each other more tightly, and love becomes the bond that unites us” (Gabriel García Márquez). If we bear in mind that sales is nothing more than a love story, distance should not be a barrier for the story to have a good ending, or even to be prolonged season […]
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 […]
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 […]
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 […]
Coping with the impact of the Silver Economy on business
The Senior Segment will be one of the most important in the future. The UN estimates that by 2050 there will be 2 billion older people, which means that 22% of the planet’s inhabitants will be over 70 years old. This reality poses great challenges for businesses, proposing solutions to the social demands of consumers […]
“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 […]
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 […]
