[6 minute read]
The Lean CX Book Launches in Brisbane and Melbourne have provided customer strategy, innovation, transformation and change executives across sectors an opportunity to talk about the tide of change since COVID, and the shift in focus towards real customer impact.
[5 minute read]
Dr Robert Dew, author of Lean CX, reflects on some recent interactive customer experiences - and an iconic one from his youth - that tell us why engaging your audience at a deeper level can add real value.
[4 minute read + 56 minute podcast]
In this CX Leaders podcast episode, CEO Byron Cannon talks about founding, designing and running LDK Seniors Living. Two important differentiators are outlined: how the organisation achieves it’s values; and how LDK discovered and deliver what older people really wanted when they move into aged care.
[20 minute read]
This article shares the introduction to Lean CX: How to Differentiate at Low Cost and Least Risk by Robert Dew, Bill Russell, Cyrus Allen and George Bej. Our thanks to De Gruyter Publishing for access to this chapter. The book is now available on Amazon to purchase.
[6.9 minute read]
Frugal innovation is uncommon in most large organisations. But it can create substantial cut-through without the need to invest large sums of capital. This article describes four CX innovations from the Netherlands that achieved great cut-through. And best of all, they were cheap!
[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.
[5 minute read ]
In this article CapFeather’s Anjali Jaiprakash, with Ross Crawford and Jonathan Roberts, explore how automation and robotics will disrupt the specialist field of medical diagnostics.
![Love, Decency, Kindness [CX Leaders Aged Care Podcast]](https://images.squarespace-cdn.com/content/v1/5e4087a9244c110e4df0d04a/1622108401805-ASD4H4JXL8B0T9B6PJON/unsplash-image-VMGAbeeJTKo.jpg)
![Lean CX: How to Differentiate at Low Cost and Least Risk [Introduction]](https://images.squarespace-cdn.com/content/v1/5e4087a9244c110e4df0d04a/1619689068716-08ZDD66VL2V2VSKJS6X4/CX+Institute+Lean+CX+Book+on+Desk+2.png)
