6 basics for building a customer messaging strategy

I just listened to a team member dealing with an unhappy customer.  She was complaining that she receives too many email communications from the company and wanted to know why.  The team member did a sterling job of diffusing the situation and helping the customer to understand the purpose of each email communication – working… Continue reading 6 basics for building a customer messaging strategy

Who owns your customer experience?

I’m regularly asked my views on ownership of the customer experience, and over the years, my response has swung wildly from a single dedicated contact to the whole business. But let’s step back a moment and consider what do we mean by “own” the customer experience?  It’s not a tangible asset, but a veritable melange of products,… Continue reading Who owns your customer experience?

How to engage your success team right now

One of my current assignments is working with a maturing start-up FinTech.  They’ve got a strong management team, a great product, genuinely engaged customers and excellent customer-facing people.  The challenge they presently face is that of scaling the business, and with extremely ambitious growth plans, there no time to dilly dally.  Documenting the customer experience,… Continue reading How to engage your success team right now

5 unexpected learnings from becoming a consultant

Having spent almost 4 fantastic years at Workshare, I felt it was time to try my hand at something new.  In the back of my mind, like many peers, I’ve been mulling over the opportunity to become a customer experience consultant, so I decided to give it a try. So far, it’s been amazing fun,… Continue reading 5 unexpected learnings from becoming a consultant