In a recent post, I asked the question, “Should premium products come with premium service?” I concluded that this would very much depended on what your product and marketing teams committed to your customer. So if your business does positively promote premium / luxury / high end service as part of your product or service,… Continue reading 5 factors on what it takes to deliver premium service over standard service
I recently ran a workshop on customer experience at StartUpLisboa with a bunch of cool customer-centric start-ups. Amongst the topics we drilled down into, both during and after the session was customer engagement – what it means, how to increase or at least sustain it, and how to measure it. I know I’m not the… Continue reading Why is it so hard to measure customer engagement?
With the evolution of technology, and the great leaps forward in Artificial Intelligence (AI), there’s been a lot of progress from the early days of clunky chatbots. In fact, there are some seriously sophisticated models starting to appear on the market that might suggest a real opportunity to cut cost and complexity by removing human… Continue reading Chatbots & AI – can they replace humans in the customer experience?
In the process of speaking with businesses, whether to work for them or with them, one thing I always check out are their values. It’s a great indicator of what they hold dear, how complicated they make the internal culture (and a handy indicator of where past cultural issues may have been!) For some, they… Continue reading Values and behaviours – why they really matter at work.
This post is neither a sales pitch for my services, nor a rant about the gaps in customer success – but it is a wake up call to many business who are currently facing a customer success gap. I’ve had many conversations with businesses big and small, across a number of countries in Europe and… Continue reading What are you doing about the customer success gap?
I love my newly adopted home country, Portugal. The people, culture, food and wine and climate are all parts of why this is becoming a more popular business for business as well as leisure. A friendly and accommodating workforce with high technical skills and low (comparative) salaries make for a perfect destination for oversees businesses… Continue reading Why managing expectations matters more than ever
I attended a meet-up group recently where informal discussions fell on the difference between building an operation to support B2B versus B2C. The group seemed quite divided – some suggesting that the difference was considerable, whilst others suggested that the differences (for operational purposes) are most cosmetic. I heard lots of interesting view points, so… Continue reading Is B2B customer experience delivery different to B2C?