“Hello there, it’s Amy here. So how was your dress fitting?” It was like music to my ears, as I sat amongst my team in Bristol. They deal with a complex insurance product, and customers need a lot of help to wade through the complexity of the policies to find the right product for them. … Continue reading This is how every customer call should start
Over the past 6 weeks, I’ve had the great misfortune to be put on trail – I’ve been questioned numerous times, told to submit electronic and paper documents, I’ve been held up for hours, and faced lots of frustration, uncertainty, worry and doubt. You might be wondering what terrible crime I have been charged with? … Continue reading Do you treat your customers as guilty until proven innocent?
A conversation with a colleague this week triggered a number of thoughts. The colleague’s client wanted NPS (net promoter score) to be implemented across the account. I guess the important question to ask is why does the client want to use NPS? Before answering that question, it’s probably worth refreshing ourselves on how NPS works. … Continue reading Is NPS really worth measuring?
Chatting with a colleague recently, I was struggling to explain how to make the most of a data scientist. Working with analysts and actuaries, who are used to manipulating spreadsheets, downloading data and extrapolating trends, it’s not so easy to explain the wondrous skills of data science. I wracked my brains and reflected on the… Continue reading What does a data scientist have in common with Miss Marple?
A very dear friend of mine came to visit recently, and as she is getting married in summer, we felt the need to celebrate. Ever the budget-conscious Northerner, I sought out a decent deal on one of my favourite website, TimeOut. It’s great for those of us in big cities, allowing you to find great… Continue reading Why managers need to step up (and what happens when they don’t)!
Many of us who are passionate about customers have been following the recent revelations relating to Facebook and customer data used by Cambridge Analytica. The scandal centres around how Facebook, as a holder of vast amounts of customer data could allow the harvesting of data from 50 million Facebook users to be used by a third… Continue reading Valuing customers: Why I deleted my Facebook account
So if you clicked through to read an article on creating / rejuvenating an advocacy programme for free, then I’m afraid you’ve come to the wrong place – there is no quick fix or magic spell for a fully-fledged nurture programme for your greatest fans! If you’re looking for a handful of cost-effective and simple… Continue reading How do I reward customers without spending a penny?