When habit stands in the way of innovation

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

4 signs your team or customers are disengaged (And what to do about it!)

The opposite of love is not hate.  The opposite of love is apathy.  It’s a scary state of mind where you really don’t care.  For me, football leaves me cold,  I don’t dislike it, I just have no feelings about it whatsoever.  When it comes to your business, this state of mind is one you… Continue reading 4 signs your team or customers are disengaged (And what to do about it!)

Be honest with your customers to maintain their trust

This week’s theme of honesty with your customers was prompted by my own experience recently with my mobile phone provider.  It reminded me of the importance of being honest, and for customers, the considerable gap between what the business tells me and what actually happens. This is important, because despite marketeer’s efforts to make “personalised… Continue reading Be honest with your customers to maintain their trust

4 reasons why creating customer fans is like shooting fish in a barrel

I’m not sure what got me thinking about the phrase, but “it’s as easy as shooting fish in a barrel” is an odd concept. It conjures up a feeling of sadist pleasure and cruelty, and although it has the same meaning as “taking candy from a baby”, seems altogether more extreme.  For this reason it… Continue reading 4 reasons why creating customer fans is like shooting fish in a barrel

Back to Basics: Customer Lifetime Value

In a recent post on Calculating Customer Health Scores, I had discussed the basic consideration and factors to weigh up in building your customer health score.  Whilst incredibly powerful, customer health scores have limitations, most notably that no single formula for calculating the score can be applied to all businesses.  Instead, you need to work out… Continue reading Back to Basics: Customer Lifetime Value