The ICM MBA
An MBA programme designed to be taught like corporate training! The Institute of Customer Management MBA Programme, is...
Commonwealth Master’s Scholarships (Partial)
The Commonwealth Master’s Scholarships (Partial) are open to students from Commonwealth states. This programme is meant for those...
ICM Scholarships
The Siemens Master’s Scholarship is now closed. However ICM is offering four other scholarships. You can look at...
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...
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...
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...
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...
A preemptive strike on change management
Change management is one of the hottest topics within the management domain. Change impacts all companies, all the...
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...
How to get customers emotionally attached to your brand
In my previous blog I discussed true customer loyalty. In this blog I will discuss what are the differences...