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?
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
In this week’s blog, I thought I’d throw down a challenge to those of us who are line managers, especially those responsible for teams that are delivering to customers and clients directly. Having recently experienced some great and some not so great service which had been directly impacted by the line manager of the person… Continue reading Respect and trust your employees!
We live in a connected home – my husband is a secret geek who loves all things automated. Lights, security cameras, heating, TV, music, the garden, even the doorbell are all connected up and accessible via our mobile phones. We have fully embraced technology, and welcomed the internet of things into our lives. From a… Continue reading The Internet of Things needs substance!
Everyone has faced / will face many hurdles and challenges in life – work, home, love life. It’s part of growing up, and becoming who we are. Dealing with work challenges can be really tough, as we often feel the need to hide our true feeling as we work through the change. Having recently faced… Continue reading 4 tips on getting over a negative work situation
As most readers know, my “hobby” revolves around airports, airlines, business lounges and planes. So I was looking forward to the latest results from Skytrax, who produce an annual ranking system, based on approximately 20,000,000 customer reviews. Here’s three observations I made from the 2017 Skytrax results: Customer satisfaction comes from delivering the right experience… Continue reading Customer satisfaction versus profits – an aviation perspective
I spend lots of time helping people understand that the best customer experience allow the customer to form a habit quickly & easily, and ultimately helps the customer achieve value with your product. Conversely, for those of us delivering the experience, the formation of habits can be dangerous, stifling innovation, limiting new ideas, and over… Continue reading When habit stands in the way of innovation