28 Oct 2015

Yesterday I spoke of the healthcare sector and customer experience. Closely related to that industry is the pharmaceutical industry – the manufacturers of drugs, the drivers of clinical trials and of course the harbingers of hope with some life-saving or life-changing drugs. For this sector the obvious customer is the doctor. Nattily dressed sales representatives with leather briefcases...

15 Oct 2015

Some time in August this year the Google Doodle commemorated the 229th ascent of Mont Blanc. And here I quote: "Capped by snow and shrouded in mist sits Mont Blanc, the highest point in the Alps. Its summit, forever white, towers 15,000+ feet above Europe’s sea level. Lord Byron called it “the monarch of mountains.” And for centuries, no human had ever reached its peak. Until 1786. That ...

14 Oct 2015

The wheels of the auto industry are rolling quite well in India, thank you. And yet, is mileage the only factor that makes an Indian choose his car? Some time ago a colleague wanted to buy a car. While all background work had been done as to which were the possible choices, the final decision was going to be (obviously) based on the test drive. Read that as the Showroom Customer Experien...

11 Oct 2015

(If you’ve not read the precursor to this dialogue you might want to at this link, at the end of this post)One always thought customer experience reached its pinnacle at the way larger 5-star (even 7 star) hotels treated (read that as pampered) their customers. It was always about lavishness and luxury, about large intimidating lobbies, plush sofas and hushed tones. It was about how your...

05 Oct 2015

Is Customer Experience - CX - just the new buzzword around the block?The right words to use at a new client presentation?Just the new way to impress those on the panel for your next career move?Do you really need it? Maybe it’s not for your industry, your sector, your specialty, your domain. Well, you know what? You may be right.Here are 6 reasons why you don’t need Customer Experience. ...