The CX Goalkeeper had a smart discussion with Christopher Brooks
Christopher is a Customer Experience Specialist. He is the Founder of the Customer Experience World Games and he is a Managing Director at Clientship.
My learnings:
- CXWG2020 ideated by Christopher Brooks in collaboration with Limetropy was a success
- CXWG 2021 is starting in May 2021
Christopher’s chapter in the book Customer Experience 2 is about measuring behavioral changes
- There are 25 CX drivers which are able to replicate 90% of the decision-making process
- The EXQ (Experience Quality) method identifies what customer experiences drive a brand’s customers’ share of category
- The MILO Matrix helps to prioritize the CX improvements base on a) What matters most to customers b) What the organization is best at delivering. Additionally, it helps to find the drivers that make the customers come back to you because of these drivers (as a key differentiator)
His book suggestion:
- Customer Empathy, Alex Allwood (the last book discussed at the Limetropy book club)
Christopher’s gold nugget: “in customer experience we are in service. We are looking to achieve better outcomes for other people, not ourselves, we are not part of the equation”
How to contact Christopher:
- https://www.linkedin.com/in/christopher-brooks-1425b7a/
- https://clientship.com/
- https://www.limetropy.com/the-customer-experience-world-games-2021/
Thank you Christopher!
#customerexperience #leadership #innovation #transformation
