5 workplace characters who stifle innovation and profitable growth

I use real life observations to highlight knowledge, experiences and learnings in my blog posts. Often, it’s easy to turn a negative experience into a positive learning. But sometimes, my inner demon comes out, and I feel the need to vent a little. This week’s cheeky tongue in cheek post pokes fun at characters and… Continue reading 5 workplace characters who stifle innovation and profitable growth

Do you treat your customers as guilty until proven innocent?

Over the past 6 weeks, I’ve had the great misfortune to be put on trail – I’ve been questioned numerous times, told to submit electronic  and paper documents, I’ve been held up for hours, and faced lots of frustration, uncertainty, worry and doubt.  You might be wondering what terrible crime I have been charged with? … Continue reading Do you treat your customers as guilty until proven innocent?

Is NPS really worth measuring?

A conversation with a colleague this week triggered a number of thoughts.  The colleague’s client wanted NPS (net promoter score) to be implemented across the account.  I guess the important question to ask is why does the client want to use NPS? Before answering that question, it’s probably worth refreshing ourselves on how NPS works. … Continue reading Is NPS really worth measuring?

Valuing customers: Why I deleted my Facebook account

Many of us who are passionate about customers have been following the recent revelations relating to Facebook and customer data used by Cambridge Analytica.  The scandal centres around how Facebook, as a holder of vast amounts of customer data could allow the harvesting of data from 50 million Facebook users to be used by a third… Continue reading Valuing customers: Why I deleted my Facebook account

Why a CX strategy doesn’t guarantee revenue growth & retention

A while ago, I was engaged in a conversation with a colleague. As always, I was evangelising the customer’s position, challenging current convention. We’d been discussing a marketing campaign that had been targeting a certain demographic, attempting to drive the email recipients to put money into savings accounts to build for their future. At a… Continue reading Why a CX strategy doesn’t guarantee revenue growth & retention

Are low sales due to bad choices you impose on your customer?

In every customer experience, there are good parts and bad parts.  Sales, marketing, servicing, technical, distribution, compliance, legal and finance departments all conspire to make the customer experience into a complicated and tangled web, leaving the customer confused, frustrated and ultimately failing to engage in your customer experience.  As a customer experience practitioner, I’m constantly… Continue reading Are low sales due to bad choices you impose on your customer?

When your star performer moves on – 4 tips to keep your plans on track

It happens to the best of us: sometimes; without warning, your star performer decides it’s time to move on. With the words of Gloria Gaynor‘s famous anthem, “I will survive” ringing in your ears, here’s 4 tips on what to do to keep your business plans on track. Are they really going to move on?… Continue reading When your star performer moves on – 4 tips to keep your plans on track