Best Of CX: Popular Posts

I have spent many years writing content either for myself, in partnership with clients, or behind the scenes, as the anonymous pen behind some truly exciting and widely recognisable #CustomerExperience brands.

Because there's so much that has been written, it has become hard for people to get a flavour for how I write and some of my best writing and thinking. This article is here to fix this.

Below you will see some of my most popular LinkedIn posts in recent months.

I'll be updating this periodically, as and when a new post earns a spot in this list.

But for now... happy reading (in no particular order)

Water is Wet... boring statements for you

A collection of painfully obvious or scarily wrong customer experience statements people use about. If someone is using these... this is a red flag, they may not know as much as they want you to think they do! On this post, these are often accompanied with some remark from myself, to help you perceive why those may or may not make sense. Tongue in cheek, yes, but still a key public service announcement nonetheless.

Boring is now sexy... and you need to embrace it

Everyone gets really excited about the really new toy and gadget but... is that really where they should focus? More often than not, there's a much more important thing to focus on.

The Experience Delivery Gap is Out of Date

Back in 2005 Bain & Co created the insanely popular 'Customer Experience Delivery Gap' which shared that 80% of executives believed they delivered great customer experience. 8% of customers agreed. Since then, it has gone and become the most iconic battle cry of the CX profession. The only problem is... how credible are we, to talk about a 16-year-old metric? I mean... LinkedIn wasn't even a thing back then.

Fancy consultants and surveys... they are so wrong it's painful

Large consulting firms have been touting the end of surveys, saying there is no need for customer feedback, as a good analytics programme is all you need to get powerful insight to steer your direction. I'll let you guess what they do and don't sell. To hear why they're wrong, head over to the post!

The Hell of Transactional NPS

It's very popular to ask people for their likelihood to recommend a brand after an individual transaction... you shouldn't. There are many reasons, but one of them is... you're aksing them to do something they are cognitively unable to do. Read on!

CX Pros always get it wrong ... A Tongue-in-cheek reply

Taking tribute from a famous movie... and a quick trend in other industries... debunking the myth we in CX don't know what we're doing... although not sure I debunked it that well. Click up to see me making a fool of myself!

Make huge margins and still have a happy customer

A case for experiential dining and how going full-on in the experience economy can pay off, with a real case study from yours truly. The only victim of daylight robbery to be happy about it.

Cardinal Sins of VoC Programmes

You've decided you wanted to listen to your customers? Great! Now, the hardest part start: doing it right. I share some pointers in the post above but... if you need help with it, this is one of my specialities, so maybe it's time you get in touch with me?

Averages are killing your VoC programme

People's go-to measure is to make an average of scores. But that's misleading, hard to understand and all-around dangerous. Find out why, and how to do better with this post!

5 ways to go bankrupt with CX: The Need to be pragmatic

Taking some common shared ""wisdom"" on customer experience and explaining why these are bad, terrible, no-go commercial moves. Have delighted customers... but let them down by going bankrupt immediately after!

There you go, these are my Greatest Hits over the past few months

These have stuck in people's memories and often get me remarks weeks if not months later. They also are a great way for you to have a pit-stop tour at some of my fundamental beliefs in customer experience.

If you want help writing your next piece of content that stands out or need to make sure you are doing customer feedback right, why not drop me a DM? We'll work out together what is it that you need and if I can help you.

Any Q? Just Shout!