Perspectives

One Cadillac or Six
One Cadillac or Six 03 February 2016 ‘One Cadillac or Six?’ takes away the mystery of understanding and measuring ‘customer life time value’. We reveal how life time value can be the starting point for growing your... Learn More
Loyalty Alchemy: Turning Points into Gold
Loyalty Alchemy: Turning Points into Gold 02 March 2015 Using points to treat different customers differently is what we call CustomerScience®. Converting stored value into a proposition which is meaningful for each customer. Learn More
What's the Big Deal about Journey Mapping
What's the Big Deal about Journey Mapping 05 January 2015 Journey maps allow you to specify the possible peaks and troughs in the experience you are providing your customers. We also call these peaks the ‘Moments-of-Truth’ (MOTs). Learn More
A Short History of Customer Experience (CX)
A Short History of Customer Experience (CX) 06 October 2014 Delivering a consistently good customer experience requires the execution of a hierarchy of sequenced requirements, analogous to Maslow's hierarchy of needs in that each level must be satisfied. Learn More
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