Many years ago, I fell in love with a Finn. We moved in together, got cats, bought a home together and got married. Living with a Finn exposed me to many aspects of Finnish language, life and culture. Our home is full of Iittala, Marimekko and Artek. We enjoy enjoy eating “poro” and drinking lonkero.… Continue reading What is Finland’s secret ingredient? – Sisu explained
I was chatting with a business acquaintance recently, who expressed frustration at their manager – weak decisions, unclear plans, always caving in to other managers and not supporting his own team – this manager sounded feckless to me. Feckless? What sort of antiquated word is that? The origins of the word date back to the… Continue reading Feckless manager? Here’s what to do about it!
Whilst this post was intended to focus on the motivation of your strongest advocates, your champions, I hope you might first indulge me whilst I have a small rant! For those of us working on innovative solutions to old problems, one of the worst traps to fall into is misunderstanding the purpose of our product… Continue reading Why your product is NOT what the customer wants!
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 talking about customer experience, bringing the story to life with real world examples is a really useful way to help people “get” what you are trying to achieve. It’s not always easy to do in a public forum such as a blog – I need to be mindful of individual’s privacy and customer reputations,… Continue reading 3 examples of when above & beyond service drives loyalty
The other day, I found myself in a meeting with a number of colleagues, discussing a complex topic. Whilst there were many different views around the room, there was (seemingly) general consensus on a particular approach – except for me. I strongly felt a different view, and decided that it was important that I share… Continue reading Why it’s OK to be the Voice of One
2018 for me is all about increasing customer engagement. Understanding what matters to customers and why they use our products, what turns them “on” & “off”, why they behave in particular ways – it’s all so much more scientific than it used to be! Every customer experience professional worth their salt is driving a data-driven… Continue reading Refreshing your customer messaging strategy – and linking it to data