[9 minute read + 19 minute video]
Guest author Bill Petch describes how reconnecting with stakeholders to create new value is critical in the for-purpose sector. As a CEO who has led successful change, he knows what it takes to turn an organisation around.
[4 minute read + 5 x 20+ minute podcasts]
Keeping up to date with industry trends and thinking can fuel your own innovation approach. If you are behind a computer for most of the day, we highly recommend choosing a podcast that interests you, then head out for a walk with headphones on and enjoy the combination of learning and fresh air.
[4 minute read + 6 minutes video]
Both Apple and Zappos are rated as great employers, have successful cultures, and drive phenomenal financial return. Sarah Daly investigates whether taking a more autonomous or controlled approach for customer culture is best.
[3 min read]
If you are not paying on Facebook, Google, or a host of other companies that rely on your data for their success - you are the product. Facebook customers in particular are becoming uneasy as stalker-ish levels of advertising and engagement are reaching tipping point, but they are not the only culprits. Apple has addressed the problem head on in it’s new operating system design, and Facebook aren’t happy.
[6 minute read + video]
There are times when - despite the best planning, processes, training and intent - things go wrong. From your customer’s point of view, it’s a nightmare. From your organisation’s point of view, it can seem like a disaster. However, when things go wrong, if your teams are equipped to enact a gold standard service recovery, you can avoid creating a dissatisfied customer, or worse, a brand terrorist, and instead create an advocate. This article by Cyrus Allen, Managing Director of CapFeather, outlines how.
[5 minute read ]
Companies that build a great community are not only enabling authentic relationships around their product or service, they are building a reliable and evergreen pipeline that can help guarantee ongoing business success. In this article, Mike Jeffrey, Co-CEO of Pluss Communities, outlines how retirement and aged care organisations can use community building to create a reliable sales pipeline.
[14 minute read]
This article discusses how to create an emotional connection within your CX to ensure that customers are loyal and not habitual transactors at risk of leaving with one negative experience.
[5 minute read ]
In this article CapFeather intern Ulla Schneider, with Sarah Daly, outline some of the problems that people with hearing loss face in hospitals and why it is essential to reflect on how we might improve the experience. It also outlines how other organisations have taken steps towards a solution.
[3 minute read]
Mac Williams of Pearson Education introduces the latest book from CX strategists Robert Dew, Bill Russell, Cyrus Allen and George Bej: “Lean CX tackles the problem that many CX leaders confront every day - to convert what appears to be almost common sense into business practice and priority. As Drucker said, the real reason for a business to exist is to create and keep customers. So simple, so then why isn’t this simple truth at the very heart of our organisations?” Lean CX is a must-read for customer experience professionals and will be available in April 2021.
[5 minute read]
Is your organisation leading the field in adopting AI, or is it still on your radar? This article will give you insights into some of the benefits and challenges of recreating your customer strategy around AI.
[14.8 minute read + 1 minute video]
This article is a look under the hood to see how CapFeather helps clients, and our own team, achieve excellence. We have levelled up the SMART goals concept to MELT your goals instead. So far the results have been remarkable.
[4 minute read]
Jo Causon, CEO of the UK’s Institute of Customer Service, encourages organisations to innovate and ‘build back better’ to create resilience against future shocks.
[3 minute read]
‘Why am I reviewing a book on love you ask?’ Sarah Daly, Operations Director in CapFeather, describes how understanding love might help us in many aspects of our lives, including how we design and manage experiences for our customers.
[12 minute read]
The cosmetics industry sustains amazing margins and denies the conventional logic of competitive economics. This article explains how clever marketing psychology can trump rational value adding.
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