Most businesses put great emphasis on how clever their people are, and test for their IQ. I have always been a great advocate to also look at Emotional Intelligence, (EQ). In my opinion EQ is one of the key attributes of a good Customer Experience professional. Why is...
As I look back on 2012 it has been another growth year for the Customer Experience industry. Will we still see this in 2013? Here are my predictions of what is likely to happen… 1. Continued growth of Customer Experience From a big picture perspective in 2013 I...
As we look back at the past 12 months, I thought it would be interesting to review our most popular posts of 2012. 1. The first proved to be very controversial as I was suggesting the end of Customer Experience as a movement: “RIP Customer Experience: Seven reasons...
The festive holidays are approaching; we all look forward to spending time with our family and friends and if you are anything like me, usually end up reflecting on the year gone by…. Whilst writing this piece, I thought it would be a good idea to include a...
I read in a recent article at Inc.com about amazing new research out of Stanf ord and Harvard Business School, which found that concrete goals designed to improve the well-being of others are more likely to lead to happiness for the giver than are acts with large,...
