The importance of a warm welcome

My very good friend Steven always jokes that as a a lowly Blue member with British Airways Executive Club frequent flyer scene, the only perk he can expect is “an extra warm welcome.”  It’s a phrase rattled off every time you board a British Airways flight: “…and an extra warm welcome to our British Airways… Continue reading The importance of a warm welcome

6 tips on taking control of your career

We’ve recently come to the end of Personal Development week at Mercer’s UK offices, encouraging our teams to think about their career and to make plans to get where they want to be.  With participation from every level within the business, it’s been fun & engaging, and I’ve enjoyed being a part of it.  To… Continue reading 6 tips on taking control of your career

Customer Service is dead, long live Customer Success

I started by career working in customer service – Visa & Mastercard Traveller Cheques (remember those?) I was thrilled by the uncertainty and unpredictability of every call. Could it be a Mexican tourist who’d lost their travellers’ cheques in Japan, or maybe a law enforcement agency verifying stolen cheques in Las Vegas, or maybe those… Continue reading Customer Service is dead, long live Customer Success

Customer Success strategy mid-year check-in

Back at the end of 2015, I shared 3 posts on creating your customer success strategy, and as we reach the mid-point of the year, I thought it would be a good time to check in to see how things are progressing.  For those who missed the posts and would like to read up on… Continue reading Customer Success strategy mid-year check-in