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Alex Allwood
39 followers -
Speaker, Author & Consultant on Customer Experience #customercentric #cx
Speaker, Author & Consultant on Customer Experience #customercentric #cx

39 followers
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The Quickbite #65 Millennials, Zappos, Rewarding Customer-Centricity and Referral Programs

Millennials Drive the Experience Economy (3-4min)
According to the strategists at Macquarie, as the millennial-driven experience economy continues to grow, the companies that rely solely on selling commoditised products and fail to differentiate their experience will struggle to compete. READ HERE: https://goo.gl/8PTMoR

Zappos' Secret to Success (5-6min)
Zappos CEO Tony Hsieh is renowned for his unusual approach to company culture, however this article in Forbes looks beyond the inspired ‘weirdness’ of the Zappos culture and finds the real secret to Zappos’ success may well lie in its ‘culture of yes’. READ HERE: https://goo.gl/6RnCs5

Rewarding a Customer-Centric Culture (5-6min)
In today’s most successful companies a clear correlation exists between a customer-centric culture and employee engagement, customer retention and business performance. This article outlines the seven rewards companies can expect from transitioning to a customer-centric culture. READ HERE: https://goo.gl/D3IgkX

5 Tactics to Drive Customer Referral (3-4min)
As Mark Zuckerberg says, ‘Nothing influences people more than a recommendation from a friend.’ Here are five steps to creating a successful referral program and leveraging the power of peer to peer recommendation. READ HERE: https://goo.gl/22C3xe

First Published: https://goo.gl/qERBPm
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The Quickbite Issue #64 Tech Trap, Path to Purchase, Segmentation and VW

Customer Experience and the Technology Trap (5-6min)
The future of competitive advantage depends on understanding and meeting customer expectations across every channel. This article looks at how and why so many organisations eschew genuine transformation in favour of a tactical, ‘quick fix’ focus on technology and automation. READ HERE: https://goo.gl/3MdfY4

‘Persuasion is Messy and People are Weird’ (4-5min)
If you think of customer path to purchase as a straightforward, linear concept it might be time to reconsider. This article for Venture Beat argues that consumer purchase decision making is inherently messy. The solution for marketers is to ‘embrace randomness’ and learn to focus on the variables in the journey they can positively control. READ HERE: https://goo.gl/2bUjSA

A Fresh Approach to Segmentation (3-4min)
A must-read case study this week from CustomerThink, on how one company’s switch from demographic/psychographic/attitudinal-based customer segmentation to ‘needs-based’ segmentation uncovered a $150M opportunity. READ HERE: https://goo.gl/g8PtzA

CX Tips from VW’s Aussie Expert (4-5min)
VW Australia’s Director of Customer Experience, Jason Bradshaw, talks CX with Micah Solomon. If you missed Bradshaw at Qualtrics Converge in Sydney last month this interview will give some insight into his approach to creating a customer-centric culture. READ HERE: https://goo.gl/XqXnCH

First Published: https://goo.gl/p32UK0
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The Quickbite Issue #62: McKinsey, Woolies, Bots and Optus

McKinsey Makes the Case for Transformation (5-6min)
This article from McKinsey argues that companies seeking to create competitive advantage through delivering superior customer experiences to their external customers should first look inward – engaging the whole organisation, including support functions, in a customer-centric transformation. READ HERE: https://goo.gl/x8fYAd

Woolies Launches ‘The Bunch’ (2-3min)
Woolworths continues to leverage the power of online review and recommendation with the launch of a new online community called The Bunch. Combing VoC and co-creation the pilot program has already seen over 4,000 customers sampling Own Brand food items in the home and providing unfiltered reviews for the benefit other customers and the Woolworth’s product development team. READ HERE: https://goo.gl/Mu5TBx

Aussies Back the Bots (1-2min)
In a world where the ideal wait time for ‘excellent’ customer service is now less than two minutes, a new report has revealed that three quarters of Australians prefer to interact with customer service bots on routine tasks to save time – providing of course that humans are freed up to deal with more complex tasks.READ HERE: https://goo.gl/CewcR1

Telco Trashes CX (4-5min)
Enough about airlines, this week’s customer experience horror story comes from the all too familiar telco world. Read it and weep.READ HERE: https://goo.gl/CoLpnl

First Published: https://goo.gl/sVKxaU
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The Quickbite Issue #61: #CXweek, 5 CX Insights, Experience Wins and ANZ Culture

Highlights from CXweek (5-6min)
Qualtrics’ third annual #CXweek event is on now and Alex Allwood has chosen CX expert Joseph Pine’s thoughts on The Experience Economy as her favourite keynote so far. To hear this keynote and find a host of other exclusive content, blogs and reviews simply register. READ HERE: https://goo.gl/N5xHvy

Bad Experience? Blame the Boss (2-3min)
Circling the globe to another event, this piece from Forbes contributor Adrian Swinscoe features five customer experience insights he’s gleaned from this month’s Collision, tech and start up conference in New Orleans. READ HERE: https://goo.gl/Qngq7b

Rethinking Your Competition (5-6min)
If Joe Pine’s #CXweek keynote (above) sparked your interest in The Experience Economy, this article in The Guardian reports on some of the real world indicators and impacts of our changing consumption habits. To quote the head of sustainability at Ikea “…in the West we have probably hit peak stuff.” and the growing trend is now towards spending money on doing things (and sharing the experience) rather than buying things. READ HERE: https://goo.gl/1jf4AV

Sync the Silos (4-5min)
In this video interview for ANZ’s BlueNotes, CEO Shayne Elliot discusses proposed changes to the bank’s management style aimed at improving customer experience, empowering staff and improving productivity. READ HERE: https://goo.gl/cfe186

First Published: https://goo.gl/ndYxXs
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The Quickbite Issue #60: CX Crisis Management, Blame the Boss, Rethinking Competition and Synchronicity

CX Crisis – Managing Broken Promises (3-4min)
When a negative customer experience is videoed and viewed over 200 million times, as was recently the case with United Airlines, how does an organisation move forward? Writing for CMO, Alex Allwood looks at how to manage a customer experience crisis and mitigate the risk of a broken brand promise. READ HERE: https://goo.gl/UEs6f2

Bad Experience? Blame the Boss (2-3min)
Customer understanding is critical to customer experience success and yet new research, based on interviews with 70,000 customers and 1,000 managers, shows the impact of managers believing they know their customers when in fact they have no idea at all. READ HERE: https://goo.gl/Seo2ft

Rethinking Your Competition (5-6min)
This article flips the idea of business competitors as competition and instead suggests that real competition is the obstacles your customers encounter on their journeys to solving human-centred problems – the very same problems your company exists to solve. READ HERE: https://goo.gl/xmLpVd

Sync the Silos (4-5min)
Siloed operations within a business can spell disaster for customer, employee and shareholder experiences. This article by Lynn Hunsaker explains how to smooth the customer journey by synchronising your customer experience processes. READ HERE: https://goo.gl/Eb3aR4

First Published: https://goo.gl/di616t
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CMO Australia – Customer Experience Crisis – Proactively Mitigating the Risk of Broken Promises
Last Friday, three weeks after United Airline’s spectacular customer experience disaster, customers received a letter from CEO, Oscar Munoz.
He began by acknowledging the brand’s broken promise to customers.
READ MORE HERE: https://goo.gl/clJijq #Brand #Promise #Customer-Centricity #CX #Customer #Experience #United #VALUE 
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CMO Australia - Disruption Down Under – What’s Amazon’s Real Competitive Advantage?
Savvy shoppers wait in anticipation, while Australian retailers are gearing up for the onslaught. Amazon’s arrival is imminent. Its superior competitive advantage – a signature customer experience coupled with a mission to be Earth’s most customer-centric company.
READ MORE HERE: https://goo.gl/AFF5dj #CX #Customer #Experience #Amazon #Disruption #Consumers #Customer-Centric #Service #Innovation 
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CMO Australia - Why Customer Experience Driven Growth is Set to Take Off
Our overall brand perceptions are invariably shaped by our experiences. Loyal customer relationships can be severed in moments from a negative service interaction.
READ MORE HERE: https://goo.gl/WJdyL3 #CX #Customer #Service #Interaction #Growth #Brand #Experience #Retention 
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CMO Australia – Is Your Customer Experience Program Suffering Bright Shiny Object Syndrome?
Delivering a superior customer experience has become the latest ‘must have’. The result is that organisations are ending up with a bright shiny object they are calling a customer experience program.
READ MORE HERE: https://goo.gl/818O1a #CX #Collaboration #Customer #Customer-Centric #Initiative #Organisation #Behaviour 
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Marketing Mag Opinion Piece - Does your Company Exist in a Cone of Silence?
Welcome to the era of the customer; where what your customer experiences impacts their current purchasing decisions, their future purchasing decisions and the purchasing decisions of their friends and peers too.
READ MORE HERE: https://goo.gl/2HDkIY #CX #Customer #Amazon #Apple #Purchasing #Decisions #VoC

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