This is a great summery for anyone with customers. So much fits with what we discuss with clients - particularly 7, 9, 10, 11, 18, 20 and 21. A MUST READ - by ClearAction / Lynn Hunsaker, CCXP customerthink.com/21-tips-for-20… via @CustomerThink #CX #CustomerExperience #CustomerInsight #Customerstrategy

We've all been one or more of these in the last year. An interesting lens particularly for customer care staff to think through in their interactions #CX #Customerexperience #Callcentre #customercare #customercentric bit.ly/35BBzl0

With £1 in every £3 spent is currently online, #customerexperience will be easier to track & measure but those taking real insight & acting upon data, are still in the minority #customerjourney #journeyanalytics #CX #DataAnalytics #customerinsight bit.ly/2XCO8Is

Amazon was consumers’ top brand of 2020 in the UK, with the likes of John Lewis trailing well behind. Interestingly, 35% don't feel loyal enough to any brand to name it as their favourite marketingweek.com/online-sales-m… #Amazon #loyalty #brands

75% of US consumers trying a new shopping behaviour in response to economic pressures, store closings, and changing priorities during Covid #retail #CX #customerstrategy #customerinsight #buyingbehavior. mck.co/35MBFaG via McKinsey & Company

Understanding more through better listening. The starting point to CX improvement #CX #Customerlistening #customerinsight #retail forbes.com/sites/warrensh…

Despite its #experience flaws, Peloton has built a very loyal customer base. I’ve identified six lessons that all organizations can learn from. LinkedIn News #cx #xm linkedin.com/pulse/peloton-…

Understanding how customers are really feeling right now vs. feedback on transactional 'pain'? We need both. #CX #Customerexperience #painpoint #customerjourney #customerlistening ##customerfeedback #compassion bit.ly/39MOH8q

The past year has certainly seen the acceleration of things we never thought possible. Will habits stick? Which ones? insight.kellogg.northwestern.edu/article/custom… #CX #Customerexperience #consumertrends #NewNormal #innovation

Using insight to enable the customer to live and breathe across the business #CX #Customerexperience #employeeengagement mycustomer.com/customer-exper…

An interesting insight snippet from these times - customers try to create a more calming atmosphere in their homes #customerinsight #customerbehaviour #customerexperience #retail theretailbulletin.com/home-and-diy/b…

With COVID-19 technology enabled decision-making accelerated 25% quicker than anticipated mck.co/3nlK8b2 via McKinsey & Company #decisionmaking #COVID19 #digitalacceleration #organisationdecisionmaking

Companies are learning to keep customers happy, they need to focus on their employees’ experience working under such new and dramatic environments. forbes.com/sites/cathyhac…

95% of CMOs see brand advantages from advertising in neighbourhoods - the growth of community marketing and more #marketingnews #communitymarketing #CX #customerstrategy marketingweek.com/everything-tha…

It's hard to remember a life when they were just about books. Love or hate - the customer focus has remained unwavering #CX #customerexperience #CustomerCentricity mycustomer.com/marketing/stra…

Yay! Thanks. 10 valuable articles for you. Let insight her the food of customer centricity #consumerinsight #customerinsight #customerexperience #customercentricity www-revuze-it.cdn.ampproject.org/c/s/www.revuze…

A new product, process, service or experience improvement should always start and finish with the intended end user or customer in mind, shouldn’t it? #designthinking #CX #experiencedesign #innovation #consumerinsight customerthink.com/5-organisation…

What Should the Future Customer Organisation Look Like? by Amanda Davis (Forshew) customerthink.com/what-should-th… via @CustomerThink

We now see many brands making an entrance into the world of DTC customerthink.com/direct-to-cons… #customerexperience #CX #dtc #directtoconsumer #channelstrategy

Congratulations to #UoB Medical Student Elise Davis on her poster presentation #esicm2022 today. Photo posted with permission