Customer Experience in Puerto Rico: Part Two – brilliant basics, magic touches

My husband and I were fortunate enough to have a wonderful holiday in Puerto Rico.  We experienced the wonderful old town of San Juan, the tropical rainforest of El Yunque and finally the small paradise island of Vieques.  I wanted to share observations on customer experience from my trip to Puerto Rico.  In last week’s post,… Continue reading Customer Experience in Puerto Rico: Part Two – brilliant basics, magic touches

Customer Experience in Puerto Rico: Part One – the human touch

My husband and I were fortunate enough to have a wonderful holiday in Puerto Rico.  We experienced the wonderful old town of San Juan, the tropical rainforest of El Yunque and finally the small paradise island of Vieques.  Puerto Rico is actually a commonwealth, rather than a state within the Unites States, and for visitors… Continue reading Customer Experience in Puerto Rico: Part One – the human touch

Is your team’s happiness linked to customer happiness?

It’s a topic that comes up a lot – whether it’s when I’m talking with recruiters about my style of managing people, with senior management on the topic of addressing unhappiness in their teams, or  most recently, with inspired small start-ups who are looking to build a strong customer-centric culture from day one – is… Continue reading Is your team’s happiness linked to customer happiness?

Five physical signs of poor service delivery

In the past few weeks, I’ve had the misfortune of having to deal with cancelled flights, incorrect orders delivered, poor service in a restaurant and mobile operators as I port my number from one network to another.  Of course, my regular readers will realise, this creates much fuel for my weekly posts!   Rather than commentary… Continue reading Five physical signs of poor service delivery

“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

CX Portugal 3: Which businesses are driving CX success in Portugal?

As it’s been 4+ months since I started my new life in Portugal, I thought it would be fun to write a short series of posts to share how, as a foreigner, it feels to experience Portuguese service and culture. In the first of this series,“Process before customer”, I focused on some of the actual barriers… Continue reading CX Portugal 3: Which businesses are driving CX success in Portugal?