What are you doing about the customer success gap?

This post is neither a sales pitch for my services, nor a rant about the gaps in customer success – but it is a wake up call to many business who are currently facing a customer success gap. I’ve had many conversations with businesses big and small, across a number of countries in Europe and… Continue reading What are you doing about the customer success gap?

4 role-plays mistakes to avoid when recruiting

When recruiting for customer-facing roles, I long ago fell in love with role-playing as a means to measure certain skills.  Maybe it’s the inner drama queen in me, but allowing a potential new recruit to demonstrate their customer centric soft skills before I offered them the job was a good thing.  And it certainly served… Continue reading 4 role-plays mistakes to avoid when recruiting

Why managing expectations matters more than ever

I love my newly adopted home country, Portugal.  The people, culture, food and wine and climate are all parts of why this is becoming a more popular business for business as well as leisure.  A friendly and accommodating workforce with high technical skills and low (comparative) salaries make for a perfect destination for oversees businesses… Continue reading Why managing expectations matters more than ever

Is B2B customer experience delivery different to B2C?

I attended a meet-up group recently where informal discussions fell on the difference between building an operation to support B2B versus B2C.  The group seemed quite divided – some suggesting that the difference was considerable, whilst others suggested that the differences (for operational purposes) are most cosmetic.  I heard lots of interesting view points, so… Continue reading Is B2B customer experience delivery different to B2C?

Customer Experience in Puerto Rico: Part Two – brilliant basics, magic touches

My husband and I were fortunate enough to have a wonderful holiday in Puerto Rico.  We experienced the wonderful old town of San Juan, the tropical rainforest of El Yunque and finally the small paradise island of Vieques.  I wanted to share observations on customer experience from my trip to Puerto Rico.  In last week’s post,… Continue reading Customer Experience in Puerto Rico: Part Two – brilliant basics, magic touches

Customer Experience in Puerto Rico: Part One – the human touch

My husband and I were fortunate enough to have a wonderful holiday in Puerto Rico.  We experienced the wonderful old town of San Juan, the tropical rainforest of El Yunque and finally the small paradise island of Vieques.  Puerto Rico is actually a commonwealth, rather than a state within the Unites States, and for visitors… Continue reading Customer Experience in Puerto Rico: Part One – the human touch

Four ways your recruitment team is damaging your brand

What impression does someone have when a business has poor attention to detail, slow to respond or don’t respond at all, force you into a clunky and irrelevant automated processes that asks an innumerate amount of intrusive questions or ask the same questions that you have already answered?  This may well be the reality of… Continue reading Four ways your recruitment team is damaging your brand