2 03, 2020

Your employees perspective on customer experience

By |2020-03-24T22:04:27+00:00March 2nd, 2020|Customer Centricity, Customer Experience, Reimagine Feedback|0 Comments

How do you capture your employees perspective on your customers’ experiences? How do you capture what your employees see and hear? This could be examples of what delights or frustrates customers. It can also [...]

29 09, 2017

Great customer experiences – the way to get more people more active

By |2017-12-12T14:14:40+00:00September 29th, 2017|Customer Centricity, Customer Experience|0 Comments

The U.K. and indeed the world, has a huge opportunity to get more people, more active. Of course, this is important for the growth of the sport and fitness industry. But it also creates individual [...]

14 09, 2017

My Customer Lens – creating simple actionable insights

By |2017-12-12T14:22:19+00:00September 14th, 2017|Customer Centricity, Customer Insight|0 Comments

Today I’m excited to announce the formal launch of My Customer Lens, the insight service for customer-led organisations. Who is My Customer Lens for? My Customer Lens is for sport and fitness organisations who believe [...]

13 04, 2017

United proves that being customer-centric requires conviction

By |2017-12-12T14:24:11+00:00April 13th, 2017|Customer Centricity|0 Comments

When I present the 8 principles of a customer-centric organisation, I always start with the need for conviction. Your organisation must believe that 'winning' will only happen if you consistently focus on the needs, expectations [...]

20 03, 2017

sportCX – the My Customer Lens newsletter 5

By |2017-12-12T14:29:06+00:00March 20th, 2017|Customer Centricity, MyCustomerLens newsletter - Customer Insider|0 Comments

Leading off Welcome to the fifth edition of sportCX, the fortnightly MyCustomerLens newsletter. This week's topic is customer feedback, and the importance of going beyond just capturing it. So in the spirit of being open to customer [...]

16 02, 2017

Mass Participation Events – unleash customer-led growth

By |2017-12-12T14:34:42+00:00February 16th, 2017|Customer Centricity, Customer Journey|0 Comments

I recently had the honour of being the guest presenter at the ACTIVE Speaker Series in London. My session focused on how organisers of mass participation events  can achieve further growth by becoming more customer-led.  During my [...]

3 02, 2017

sportCX – the My Customer Lens newsletter 2

By |2017-12-12T14:36:12+00:00February 3rd, 2017|Customer Centricity, MyCustomerLens newsletter - Customer Insider|0 Comments

Leading off Welcome to the second edition of sportCX, the MyCustomerLens newsletter. This week we're leading off with how to build up customer understanding by maintaing an outside-in perspective. Customer understanding - are you getting an outside-in perspective? [...]

3 02, 2017

Customer understanding – are you getting an outside-in perspective?

By |2017-02-03T17:15:30+00:00February 3rd, 2017|Customer Centricity, MyCustomerLens newsletter - Customer Insider|0 Comments

In last week’s article I talked about the 3 stages of delivering great customer experiences - (1) understand your customers (2) design outside-in and (3) measure their experience. I was pleased to see that the article inspired a lot of shares and likes on LinkedIn. So I'm [...]

27 01, 2017

sportCX – the My Customer Lens newsletter 1

By |2017-12-12T14:38:38+00:00January 27th, 2017|Customer Centricity, MyCustomerLens newsletter - Customer Insider|0 Comments

Leading off Welcome to the first edition of the sportCX, the MyCustomerLens newsletter. This week we're leading off with why customer experience is an increasingly important consideration for sports organisations. Customer experience and why sports organisations [...]

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