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Paul Elworthy
Paul Elworthy

13 Followers

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Feb 23, 2021

Chasing customer loyalty? Take a value based approach.

Loyalty. All brands want it. Many chase it. But it’s incredibly illusive and isn’t always what it appears to be. Brands know the importance of customer loyalty, spend millions of pounds trying to build it and measure it, but in reality, for most, true customer loyalty is far beyond reach. …

Business Strategy

6 min read

Chasing customer loyalty? Take a value based approach.
Chasing customer loyalty? Take a value based approach.
Business Strategy

6 min read


Jan 5, 2021

Does your business really need a Customer Strategy?

We have business, product, marketing and service strategies to define how an organisation will deliver value to customers. So, why is it necessary to also have a Customer or CX Strategy? — Shouldn’t a well designed business strategy have everything necessary to define how any organisation will deliver value to customers, as well as other stakeholders (ie. Employees, investors, suppliers, regulators, communities)?

Business

6 min read

Does your business really need a Customer Strategy?
Does your business really need a Customer Strategy?
Business

6 min read


Published in

Bootcamp

·Jan 5, 2021

The CX design wheel

OK, it does feel as though we’re swimming in models and templates that tell us how to design customer experiences. Do we need any more? Yes and no. Through my consultancy work, I’ve often been asked to come up with key design principles or express the factors that influence customer…

Service Design

5 min read

The CX design wheel
The CX design wheel
Service Design

5 min read


Oct 19, 2020

Define your business or startup strategy using this Business Strategy Canvas

An adaption of the Business Model Canvas to help you structure your business strategy. — A number of formats and approaches exist for how to write a Business Strategy. However, they don’t always cover the key elements I would expect to see in a strategy, and certainly not in a format that can be used in a workshop setting. One of the most common models…

Business

4 min read

Define your business or startup strategy using this Business Strategy Canvas
Define your business or startup strategy using this Business Strategy Canvas
Business

4 min read


Jul 19, 2020

Are you measuring the right things to achieve the right outcomes?

What gets measured gets managed — right? This mantra is a key reason why Net Promoter Score (NPS) and Customer Satisfaction (CSat) are used so widely to measure the effect an organisation’s activities have on customers and users. But, if you want to influence the right CX, outcome metrics like NPS and CSat are the last metrics…

Service Design

5 min read

Are you measuring the right things to achieve the right outcomes?
Are you measuring the right things to achieve the right outcomes?
Service Design

5 min read


Jul 2, 2020

Does your CX need a fix? It’s time to look at your Business Model.

However, we know that in order for brands to deliver sustainable growth, they need to provide a consistent experience that meets customer needs and expectations. That can’t be achieved if CX is seen as an after thought, or something that only sits on the surface of a product and service…

Business Strategy

4 min read

Does your CX need a fix? It’s time to look at your Business Model.
Does your CX need a fix? It’s time to look at your Business Model.
Business Strategy

4 min read


Jun 18, 2020

One way to fix 10 common headaches of digital transformation

How Business Design and Architecture can play key roles in closing the change value gap — Companies are now under intense pressure to review what they do and how they operate, which for many includes big technology shifts, including, better use of digital channels, automation and cloud technologies. But, there’s a problem. It seems as though many digital change and transformations have been more than underwhelming…

Business Design

6 min read

One way to fix 10 common headaches of digital transformation
One way to fix 10 common headaches of digital transformation
Business Design

6 min read

Paul Elworthy

Paul Elworthy

13 Followers

Experience and business strategist and designer. Living and working in London UK.

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