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CEO Archives - Into The Blue Consulting

Control v Empowerment – the impact on Customer Experience

In a World where consumers are more informed than they have ever been, have more choice and where expectations are continually rising, it is the organisations who put their customers first in all they do who are continuing to grow and be successful What separates the winners from the losers, is culture. It is the culture, set by the leaders of an organisation, not just in what they say, but what they do, which determines how customer centric a business [...]

Pointers for CEOs to Ensure a Sustainable CX Strategy

Enlightened CEOs embrace Customer Experience (CX) as the new competitive battleground and the route to profitable differentiation in organisations. However, delivering a sustainable Customer Experience strategy is not without its challenges. Here are some pointers to help embed an effective CX strategy from the outset:   Go large or go home Conventional wisdom calls for piloting changes on a limited basis which if successful are rolled out more broadly. Whilst this works for individual elements or small tweaks, it does not work [...]