6 Learnings from 6 months as a consultant

Once again this week, I’m digressing from my usual customer experience theme to share some learnings from my experience as a customer experience consultant over the past 6 months.  If any of you are thinking of venturing out into the world of consulting, here’s some tips and advice. Agree the scope BEFORE you start – In the first couple… Continue reading 6 Learnings from 6 months as a consultant

Back to Basics: Customer Lifetime Value

In a recent post on Calculating Customer Health Scores, I had discussed the basic consideration and factors to weigh up in building your customer health score.  Whilst incredibly powerful, customer health scores have limitations, most notably that no single formula for calculating the score can be applied to all businesses.  Instead, you need to work out… Continue reading Back to Basics: Customer Lifetime Value

When did you last listen to customer calls?

As a manager or head of department, the day is filled with meetings, planning, liaising with colleagues and dealing with your team.  Making time for another task is never easy, but if you’re not regularly listening to customer calls, you need to move out or delegate some other activities to do this. One of the… Continue reading When did you last listen to customer calls?

Do your SLAs & KPIs drive desired customer outcomes?

In another “back to basics” post, I’ve recently been doing some work on building a reporting dashboard for one of my clients.  The challenge they faced was that whilst they are data-rich, the ability to achieve their business goals was being clouded by the amount of data available.  The solution to this was to create… Continue reading Do your SLAs & KPIs drive desired customer outcomes?