Master’s in CX
The World’s first masters level programme in Customer Experience Management We are the world’s first Master’s level qualification focused only […]
The ICM MBA
An MBA programme designed to be taught like corporate training! The Institute of Customer Management MBA Programme, is one of
Commonwealth Master’s Scholarships (Partial)
The Commonwealth Master’s Scholarships (Partial) are open to students from Commonwealth states. This programme is meant for those who qualify
Siemens Master’s Scholarship (partial)
The Siemens Master’s Scholarship is a competitive scholarship for MBA & MSc students. The award covers around 80% of the
Help! Our NPS is not working, what do we do?
Many companies have adopted NPS (net promoter score), as a means to measure the effectiveness of their CX programmes. Companies
Customer Experience vs. Customer Experience Management – what’s the difference and why its important?
It appears that most people know about and have an understanding of Customer Experience (CX), but very few know about
Loyalty
True customer loyalty, what is it, and does it really exist?
One of my main areas of research and my passion is customer loyalty. After spending 5 years and spending nearly
Customer Experience Management
The 12-steps to creating a great CEM programme
Customer Experience Management seems to be on everyone’s mind these days. One of the questions that I’ve gotten asked a
Change Management
A preemptive strike on change management
Change management is one of the hottest topics within the management domain. Change impacts all companies, all the time. Consequently
Loyalty
How to get your customers to Love your brand
Customer loyalty is of extreme importance to any firm. Many firms find that their ‘loyal’ customers often defect to competition.