Why you need to quit serving “helpful” customer service

Today’s post started out as a source of frustration, but on reflection, “helpful” customer service is something many of us are doing to our customers.  What do I mean by “helpful” customer service? Let me share an example.  It all started when I tried to contact an airline with whom I fly a lot.  My… Continue reading Why you need to quit serving “helpful” customer service

Retention strategy, churn and renewal – simplifying the connection

It’s certainly not a new topic, but it’s still one of the most important aspects of managing your customer experience.  In times of strong growth, or tougher times in terms of revenue, which headline you focus (and thus where your teams’ effort will go) can have significant impact on your bottom line. Let’s start with… Continue reading Retention strategy, churn and renewal – simplifying the connection

“Land & Expand”: Two words you are missing to make this happen!

“Land & expand” is the modern VP of Sales favourite phrase to bandy about that marketing has brought into their net.  It’s all about signing up huge volumes of net new customers, then pushing the expansion of revenue, cross-sell and up-sell to these customers.  It’s crude, tacky, over-simplified and jargon.  If it really were that… Continue reading “Land & Expand”: Two words you are missing to make this happen!

A case study in how not to deliver service disruption

I generally try and avoid negative mentions of any specific businesses or brands in my weekly posts – we all have ups and downs and making changes for the better is always a challenge. But recent events in a large UK business have warranted a case study in how not to treat your customers. When… Continue reading A case study in how not to deliver service disruption

A different perspective on the real value of employee tenure

As we head into summer (at least in the Northern Hemisphere!) and the pace eases slightly, hopefully giving us a little time to reflect, develop and plan, I wanted to share two posts that relate to HOW we achieve our goals and WHAT we can and should expect from those around us in the process. Both… Continue reading A different perspective on the real value of employee tenure

The right way to start a new role

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

CX Quandary: Why are new habits so hard to form?

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?