Be honest with your customers to maintain their trust

This week’s theme of honesty with your customers was prompted by my own experience recently with my mobile phone provider.  It reminded me of the importance of being honest, and for customers, the considerable gap between what the business tells me and what actually happens. This is important, because despite marketeer’s efforts to make “personalised… Continue reading Be honest with your customers to maintain their trust

5 learnings from British success at the Olympics

It was strange to see BBC television news presenters grinning quite so broadly, but as the presenter stepped to one side to show that Britain had reached 2nd place on the medals table at the mid-point of the Olympics, most of Britain felt a warm sense of achievement. If I’m honest, being a nation of… Continue reading 5 learnings from British success at the Olympics

Why Customer Journey Mapping is like Christmas cake

I’m currently working on a communication plan to help engage various teams in a fantastic evolution on moving away from crusty old customer service and into a more progressive customer success mindset.  (To understand why, see my previous article here.)  As I often do, I was mulling over how I can simply explain to my… Continue reading Why Customer Journey Mapping is like Christmas cake

4 reasons why creating customer fans is like shooting fish in a barrel

I’m not sure what got me thinking about the phrase, but “it’s as easy as shooting fish in a barrel” is an odd concept. It conjures up a feeling of sadist pleasure and cruelty, and although it has the same meaning as “taking candy from a baby”, seems altogether more extreme.  For this reason it… Continue reading 4 reasons why creating customer fans is like shooting fish in a barrel