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Xperience 360
CX – EX
Services
About us
Blog
Contact

Are Discounts for New Customers Worth It?
Have you ever seen an offer or discount ‘for new customers only’? It’s a great marketing and sales tactic to attract new customers, but what about existing ones? How do… Read more: Are Discounts for New Customers Worth It?
Feedback Bias: Navigating the Complexities of Honest Insights
Introduction: The Complexity of Feedback in Close Relationships Have you ever found it hard to be completely honest with someone you care about, even when they ask for your opinion?… Read more: Feedback Bias: Navigating the Complexities of Honest Insights
Revisiting the Apostles Model: Understanding Customer Behaviour in Today’s Context
The Apostles Model was introduced by James L. Heskett, W. Earl Sasser, and Leonard A. Schlesinger at Harvard Business School in “Customer Satisfaction Is Key to the Extraordinary Success of… Read more: Revisiting the Apostles Model: Understanding Customer Behaviour in Today’s Context
Surveying for Compliments: The Bias in Customer Feedback
The Innocent-Looking Survey Back in March, I received a survey from a well-known financial services company. I hid some bits from the picture but you know the type—they pop up… Read more: Surveying for Compliments: The Bias in Customer Feedback
The Impact of Ambiguous Survey Questions: Ensuring Clear Data for Effective CX Insights
As a Customer Experience (CX) consultant, I often find myself discussing the intricacies of survey design with clients. Just last week, a client mentioned an issue that struck a chord… Read more: The Impact of Ambiguous Survey Questions: Ensuring Clear Data for Effective CX Insights
The Confusion Between NPS* and Satisfaction: A Missed Opportunity in CX Measurement
In the ever-evolving world of Customer Experience (CX), clarity is key. As CX consultants, we often encounter well-intentioned efforts to measure customer sentiment that miss the mark due to a… Read more: The Confusion Between NPS* and Satisfaction: A Missed Opportunity in CX Measurement
Bad Boys’ CX Ultimate Guide
Why Are You Here? When setting up a Customer Experience (CX) Programme, the first question you should ask yourself is: why? Why do you want to understand your customers’ needs… Read more: Bad Boys’ CX Ultimate Guide
Improving CX by listening to customers beyond surveys
In the world of customer experience (CX), one truth holds universally: knowing your customers is non-negotiable. Yet, a recent revelation from one of our clients suggests that even well-intentioned companies… Read more: Improving CX by listening to customers beyond surveys
The Hidden Cost of Outsourcing: How a Single Provider Can Ruin Your Customer Experience
In today’s digital age, purchasing products online has become a seamless experience, or so it seems. Recently, I made an online purchase that started as a textbook example of excellent… Read more: The Hidden Cost of Outsourcing: How a Single Provider Can Ruin Your Customer Experience
The Critical Role of a Complaints Process in Enhancing Customer Experience
In the realm of customer experience (CX), complaints are often viewed as a negative aspect of customer interaction. However, when managed correctly, complaints can be one of the most valuable… Read more: The Critical Role of a Complaints Process in Enhancing Customer Experience
Think before surveying customers
A lot of my clients approach me asking for advice and support to launch surveys to gather insights and feedback from their customers. That’s certainly a valuable approach to uncovering… Read more: Think before surveying customers