We all know that to compete effectively, we need to have the best possible digital customer interface and for some organisations a hastily constructed website is their only digital medium. Digital channels are now defining how an organisation competes and with social media challenging your brand values and customer experience, a well-rounded digital strategy is critical.
Exceed Global can take the stress out of creating your digital strategy. In developing the overall str
Last month we featured customer journey mapping as a foundation piece in maximising customer experience. This month we look at a Voice of the Customer (VoC) Program, where an organisation has an embedded program of putting customers coming first.
A recent CMO article, “Is your Voice of Customer Program disruptive enough”, provided some great insights into the importance of a VoC program. Essentially, there are four core elements to creating a successful program: CEO spons
It's strange taking a break from writing the last few paragraphs of my book 'Good to Great CX - Customer Experience Strategy to Execution' to get into 'newsletter' writing mode. After many hours (actually days and months), it's off to press and I'll be working with the team to plan the launch of the book scheduled which is scheduled for release in September. This week I saw the book design and I was gob smacked seeing the copy in a book format rather than a Word document.