Truly understanding your customer expectations takes humility but can lead to huge competitive advantage…
LinkedIn
July 03, 2023
In today fast paced world businesses need to listen harder to what the ever changes expectations of their customers actually bare rather than assuming that they know, BUT if you're big you're often arrogant and assuming can be a dangerous road to follow.
See publication
Tags: Customer Experience, Design Thinking, Business Strategy
Is it time to go back to the future when it comes to ‘HR’ in the 2020’s?
LinkedIn
June 05, 2023
Over the last three years I have spent time looking hard at the employee experience and how it contributes to the end customer experience, the empirical evidence is compelling. Most large corporates now see the HR or latterly Talent Management teams as responsible for the delivery of that experience or at the very least significantly shaping it. That prompted me to question that role and whether it is even needed in the 2020's
See publication
Tags: Customer Experience, Management, Business Strategy
The Pandemic is Changing Everything
European Customer Experience Organisation
October 15, 2021
The pandemic has seen exponential, shifts to digital channels but at what cost for the customer experience?
See publication
Tags: COVID19, Customer Experience
A LITTLE KINDNESS GOES A LONG WAY IN TODAY'S PANDEMIC DRIVEN WORLD AND THAT RELATES TO BOTH EMPLOYEE AND CUSTOMER EXPERIENCES
European Customer Experience Organisation
October 01, 2021
Review your Employee Experience, What is working what really isn't?
How are the changing working conditions affecting them?
Is there a financial impact of not reviewing your employee experience ?
See publication
Tags: COVID19, Customer Experience
Why is Customer Experience still ‘the Elephant in the Boardroom?
European Customer Experience Organisation
September 03, 2021
When more focus than ever is on the customer experience why is it still such a struggle to get REAL traction in the Boardroom??
See publication
Tags: COVID19, Customer Experience
My latest challenge is announced....
linkedin
May 01, 2019
The Board of SuiteCX are delighted to announce the appointment of Alan Pennington as Deputy Chairman with immediate effect. He will be responsible for business strategy, investments and will act as advisor for Chief Executive Officer Valerie Peck.
See publication
Tags: Customer Experience
Apple and DPD what a total shambles...as they take my customer expectation versus reality test and score 5/10 (generous scoring!)
linkedin
April 30, 2019
My most recent expectation versus reality is around the purchase of a new Apple iPhone from the online Apple Store in the UK. Part one is the online purchase and I have to say that this was smooth and efficient and the offer of recycling the old phone in return for a discount is a smart move and persuaded me to go this route than another retailer. So far so good I get the e-mail confirming the purchase and the agreed delivery date ...this was important as I need it before going away so this was time critical. Now my expectations have been set by Apple
See publication
Tags: Customer Experience
Imagine a leading CX Practitioner and Author working for your business....now it can happen...
linkedin
February 19, 2019
Q. What will it cost to hire Alan Pennington one of the leading CX experts for a year to fast-track our internal capability development, drive experience innovation and help to show real time business improvements?
See publication
Tags: Customer Experience
The Customer Experience Book
Pearson
September 16, 2016
The leading practical guide to the ‘how to’ of CX aimed at active Practitioners and Executive Leaders
See publication
Tags: Customer Experience, Design Thinking, Innovation
The Customer Experience Book
Pearson Books
September 01, 2016
From CJM to using big data this is the definitive customer experience manual for businesses, whatever the size of the company. Split into two parts it shows you how to: deliver a consistently positive customer experience through step by step guides on how to use CX and EX tools and measure business successes; challenge traditional thinking about customers and employees, thinking differently about what you take for granted; avoiding typical mistakes, fast tracking and de-risking your CX investments
See publication
Tags: Culture, Customer Experience, Leadership
It's time for customer journey mapping to have 2.0 reboot
cxnetwork
May 11, 2023
In this article I look at how process, customer and employee journey mapping have evolved and what is now needed to really drive value from CJM and EJM work
See publication
Tags: Customer Experience, Change Management, Business Strategy
It's still a fight to get CX taken seriously as a key business driver let alone Employee Experience
LinkedIn
April 17, 2023
A lot has happened in the last 30 years (that’s about as long as I have been front line on customer experience!) just think about it for a second, the internet, mobile phones, electric cars, MRI scanners, genome sequencing, fibre optics, GPS, Facebook, Bitcoin but you can always rely on one constant namely that CX is pretty much bottom of the pile when it comes to investment. It is as true today as it was 20 years ago that to get investment into CX activity takes time, effort and is the first budget to be cut when a business is looking for savings.
See publication
Tags: Customer Experience
