Are your customers “Happy or Not?”

I recently read an article on the amazing company called “Happy or Not”. (You can read the article on the BBC website here.)  The founders, Heikki Vaananen and Ville Levaniemi dreamed up the idea based on Heikki’s horrible customer experiences in a local IT store as a teenager.  The fact that even at 15, he… Continue reading Are your customers “Happy or Not?”

5 tips on delivering the best presentation

I recently attended and spoke at a conference on the topic of customer experience.  As at every conference, throughout the day, there were many speakers and panellists – some great, and some less engaging.  For some, as they walk toward the stage, you can see that they are filled with the fear of god, and… Continue reading 5 tips on delivering the best presentation

The loyalty quandary faced by airlines

I recently undertook one of my crazy “fly-around-everywhere” weekends, which took hubbie and me to six countries on ten planes with four airlines. You might think I’m crazy to spend precious leisure time on flights and in airports (on that, I couldn’t possibly comment), but from a CX (customer experience) perspective, there’s a lot of… Continue reading The loyalty quandary faced by airlines

#Pride: Why LGBTQ+ allies matter

As we mark 50 years since the Stonewall riots during June, our LGBT Pride Month, I thought it might be interesting to talk about allies. Of course, this discussion doesn’t just apply to LGBTQ+ community, it’s relevant for all aspects of diversity and inclusion – be that gender parity, sexuality, ethnicity, physical (dis)ability, mental health or any other part of society… Continue reading #Pride: Why LGBTQ+ allies matter

Telltale signs of genuine team spirit

One of the most important aspects of work culture that any line manager or leader needs to nurture is a strong sense of team spirit.  Open and honest communication, a collective set of goals, a great work environment and the right mix of skills and personality will help you create the ultimate team.  So once… Continue reading Telltale signs of genuine team spirit

When is the right time to automate?

In previous posts, I’ve talked about deciding on outsourcing or keeping in house, and I’ve also talked about which team owns different aspects of your customer journey. Following a colourful discussion with a former customer this week, I thought it would be interesting to talk about when it’s the right time to automate your customer… Continue reading When is the right time to automate?

Winning over your newbies, hook, line and sinker!

So you’ve spent time and money, not to mention effort and precious resource to find the perfect candidate. It’s cost you a pretty penny to get this far, and you’re so eager to have them on-boarded, you’ve already started assigning tasks to them. Fast forward a few months, and the newbie you worked so hard to find… Continue reading Winning over your newbies, hook, line and sinker!