Why data is the lynchpin between the client and customer experience

Some work in organisations that deal solely with businesses – whether that is start-ups, SMEs or corporate and enterprise-sized businesses. The world of clients has the challenge of diverse relationships per account, complex business structures or multiple sites – B2B is a complex environment in which to deliver strong reactive and proactive service.  On the other hand,… Continue reading Why data is the lynchpin between the client and customer experience

CX4/5: Linking you KPIs to your customer-desired outcomes

During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith.  In the fourth of five posts, I’ll focus on linking you KPIs to your customer-desired outcomes.… Continue reading CX4/5: Linking you KPIs to your customer-desired outcomes

CX3/5: Three simple customer experience game changers

During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith.  In the third of five posts, I’ll focus on driving CX (customer experience) change amongst the… Continue reading CX3/5: Three simple customer experience game changers

CX2/5: Five tips on managing change to your customer experience

During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith.  In the second of five posts, I’ll focus on managing change in your customer experience. Modern… Continue reading CX2/5: Five tips on managing change to your customer experience

CX1/5: Turning Customer Service into Customer Success

During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith.  In the first of five posts, I’ll focus on developing a customer success team from your… Continue reading CX1/5: Turning Customer Service into Customer Success

5 reasons why a strategy is like getting married

I’m currently working on a meaty strategy, that once we getting going, will significantly change the behaviours of the consumer.  As with any strategy, it starts out with a bold vision over a long period of time and based on a series of assumptions, makes heroic commitments to deliver something noteworthy.  It involves a lot of … Continue reading 5 reasons why a strategy is like getting married

How you treat your leavers has an impact on your team

I’m shortly loosing one of the star performers in my team – she is moving on to a new, demanding challenge elsewhere.  I’m gutted that she is leaving, and despite my constant jokes with her, I’m also really sad.  When I was chatting about this with an acquaintance who happens to be leaving his current… Continue reading How you treat your leavers has an impact on your team