Are low sales due to bad choices you impose on your customer?

In every customer experience, there are good parts and bad parts.  Sales, marketing, servicing, technical, distribution, compliance, legal and finance departments all conspire to make the customer experience into a complicated and tangled web, leaving the customer confused, frustrated and ultimately failing to engage in your customer experience.  As a customer experience practitioner, I’m constantly… Continue reading Are low sales due to bad choices you impose on your customer?

3 examples of when above & beyond service drives loyalty

When talking about customer experience, bringing the story to life with real world examples is a really useful way to help people “get” what you are trying to achieve. It’s not always easy to do in a public forum such as a blog – I need to be mindful of individual’s privacy and customer reputations,… Continue reading 3 examples of when above & beyond service drives loyalty

A coming out story: 7 similarities between coming out and acknowledging mental health issues

So I recently came out – for those of you who know me, you’re wondering, “What do you mean? You came out as gay years ago!” Well this was a different coming out – this time I came out to admit that I suffered from a mental illness – depression. It was a culmination of… Continue reading A coming out story: 7 similarities between coming out and acknowledging mental health issues

Why it’s OK to be the Voice of One

The other day, I found myself in a meeting with a number of colleagues, discussing a complex topic.  Whilst there were many different views around the room, there was (seemingly) general consensus on a particular approach – except for me.  I strongly felt a different view, and decided that it was important that I share… Continue reading Why it’s OK to be the Voice of One

Refreshing your customer messaging strategy – and linking it to data

2018 for me is all about increasing customer engagement. Understanding what matters to customers and why they use our products, what turns them “on” & “off”, why they behave in particular ways – it’s all so much more scientific than it used to be! Every customer experience professional worth their salt is driving a data-driven… Continue reading Refreshing your customer messaging strategy – and linking it to data

Life is full of small victories – here’s why they matter

Over New Year, my husband & I flew off to Northern Lapland to spend a few days with friends and family.  At this time of year, it’s a magical place covered in deep white snow, and temperatures plunging below -25 celsius.  It’s also Kaamos, where the sun never appears above the horizon for many weeks.  It… Continue reading Life is full of small victories – here’s why they matter

Why more retail businesses are turning to customer success

In the run up to Christmas, like many people, I’ve made quite a few purchases online.  Convenience, ease, speed of delivery (and return), as well as great pricing have changed my shopping habits.  The thought of shuffling along the high street, in the cold and wet, fighting through crowds in the vain hope that the… Continue reading Why more retail businesses are turning to customer success