Tags » Christopher Brooks

Can you deliver the 3 in 1 CX equation? Waitrose do.

We spend most days at Lexden helping clients to improve the effectiveness of their CX performance. That may result in a more valued brand differentiation, a new business model, an interactive employee engagement game, an increase in cross-sales strategy etc etc. 561 more words

Christopher Brooks

Why the CEO is king when it comes to CX

“We break china for our clients”

This is an expression I heard from the CEO of a private bank I was developing a new rewards programme with. 615 more words


'The Right Direction', a new customer experience effectiveness audit

We work with companies striving to drive profit from customer led strategies.

But only 6% of companies are actually fulfilling their CX potential (Temkins). From our experience there are several areas to be questioned when a customer strategy is falling short of its potential. 288 more words


More Drug Cases Involving Ferguson Officer Dropped

CLAYTON, Mo. (AP) — A review by county prosecutors of drug arrests involving the Ferguson police officer who killed Michael Brown has led to the dismissal of a half-dozen felony cases. 173 more words


Applying best practice customer experience to recruitment

It turns out that keeping customers is relatively easy. According to leading customer experience practioners Lexden, there are six to seven customer experience attributes that brands should fulfil to attract and retain better quality customers. 726 more words

Customer Experience

Are HR The Front-line To Achieving Customer Experience Success?

You ask any company which part of their company are on the frontline when it comes to the success of excellent customer experience and chances are they will say those customer facing reps. 473 more words

Customer Experience