Starting in a new role gives you unique window on a business. For a short time, you see the opportunities and challenges through an untainted window. With fresh eyes, it often feels easier to Know what you need to do and where you need to start. It’s very easy to miss this golden opportunity in… Continue reading The right way to start a new role
When I’m explaining what I mean by CX (customer experience), I explain that it’s WHAT a customer does / doesn’t do and HOW they feel when they are experiencing that product or service. The business then supports a customer through this. Customer service is all about ensuring that when a customer reaches out to you… Continue reading CX Quandary: Why are new habits so hard to form?
Anyone working in marketing, sales, customer service or customer success will be familiar with the modern mantra about making every experience delivered to client and customer must be personal. Social media giants perpetuate this message, with Google, Facebook and Apple all extolling the virtues of a personal customer experience. Many small business worry that they… Continue reading Is a personalised customer experience always necessary?
If there is one industry that needs to do more than any other to fix their customer experience, it’s financial services. Purchasing insurance, opening a bank account, switching mortgage providers or comparing credit cards – financial services as an industry constantly misses the opportunity to establish customer trust and give clarity and transparency in their… Continue reading Why customers don’t engage in their pensions
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
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
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