4 tips on managing the “reality gap”

Anyone who has ever worked in a customer or client facing role will have faced many, many challenges.  Dealing with customers is a calling, not a career choice made by most.  For the most part, people who chose to be in a customer facing role want to help, and are adept at using their soft… Continue reading 4 tips on managing the “reality gap”

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

Blog # 250: Re-visiting the golden rules of customer journey mapping

I can’t believe that for the past 250 weeks, I have without fail (except the week of Christmas), published a blog post.  It seems incredible that I have that much content and creativity within me!   For this momentous occasion, I decided to re-visit one of my earliest articles, to determine how much has changed in… Continue reading Blog # 250: Re-visiting the golden rules of customer journey mapping

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

5 factors on what it takes to deliver premium service over standard service

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

Why is it so hard to measure customer engagement?

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?

Chatbots & AI – can they replace humans in the customer experience?

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?

Values and behaviours – why they really matter at work.

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.

What are you doing about the customer success gap?

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?

Why managing expectations matters more than ever

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