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19th February 2016

Weekly CX ‘5×5’

Weekly CX 5x5

The 5 best articles from the last 5 days around adding value to the experience

The Weekly CX 5×5 is the top 5 articles we read from the last 5 days. In this weeks roundup we have articles from @ColinShaw_CX, @JeanneBliss, @annettefranz, @Hyken and @JudithAquino

Colin Shaw – Secrets Commanding Customers Attention

Colin walks us through how we need to be appealing to customers ‘Reptilian Brain’ if we want to appeal to their decision making process and emotional rationale. The natural ability to avoid pain should come into effect when performing Behavioural Journey Mapping so we can tap into how a customer feels when they interact with your brand.


Colin Shaw is a world leader in Customer Experience and one of the top 150 business influencers worldwide according to LinkedIn. In 2002 Colin founded Beyond Philosophy™ a global customer experience consultancy based in Sarasota, Florida, USA and remains their CEO. Colin has authored four internationally bestselling business books.

Jeanne Bliss – Can the CMO also be the CCO?

Jeanne covers the question that many businesses are asking as they consider whether they need a Chief Customer Officer as well as a Chief Marketing Officer or whether these roles can be combined. The answer is “Yes, However…..”


Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. She is the author of 3 best selling books around the topic of Customer Experience & the role of the Chief Customer Officer.

Annette Franz – Customer Experience Herd Mentality

Are you a leader or a follower? Do you differentiate and innovate or do you copy someone else’s approach? Annette guides us through the research performed on ‘Herd Mentality’ and the effect of a differentiated service can have on gaining your group of followers. At the same time she explains why you can’t just copy someone else’s approach and the steps to consider when planning your customer experience strategy


Annette is a Certified Customer Experience Professional (CCXP) and an active member of the Customer Experience Professionals Association (CXPA), as a Board Member, SoCal Local Networking Event Team Lead, CX Expert, and CX Mentor.

Shep Hyken – Culture is about Philosophy, not Policy

Do you give your employees the ability to just ‘Do the Right Thing’? Leading expert on Customer Service, Shep explains why delivering ‘Freedom within a Framework’ is essential to allow your employees the ability to serve customers in the way they deserve and keep them as brand advocates. Communication and Leadership are key areas of focus and in this article we hear about how you can deliver that within your teams for success.


Shep Hyken is a customer service expert, professional speaker and bestselling author working with companies and organisations to build loyal relationships with their customers and employees.

Judith Aquino – Lifting the Hood on Mercedes-Benz’s Differentiated Customer Experiences

How do you create ‘craveable’ products that create an emotional bond with customers? Judith explains how Mercedes-Benz are approaching Customer Experience and how they look at their competitors as leaders in the Tech space as opposed to other OEM’s in the Automotive industry.


Judith Aquino is a senior writer at 1to1 Media, where she writes about customer experience topics for 1to1Media.com, Think Customers: The 1to1 Blog, and Customer Strategist Journal.

That rounds up another week’s interesting reading!

Until next week, have a great weekend and remember to enjoy the downtime with your loved ones or doing the things you love!



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