CX1/5: Turning Customer Service into Customer Success

During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith.  In the first of five posts, I’ll focus on developing a customer success team from your… Continue reading CX1/5: Turning Customer Service into Customer Success

5 reasons why a strategy is like getting married

I’m currently working on a meaty strategy, that once we getting going, will significantly change the behaviours of the consumer.  As with any strategy, it starts out with a bold vision over a long period of time and based on a series of assumptions, makes heroic commitments to deliver something noteworthy.  It involves a lot of … Continue reading 5 reasons why a strategy is like getting married

Nurturing employees and customers is remarkably similar

In both the “official” day job as Customer Experience Leader and the additional role of Co-chair of the LGBTQ+ network, I need to engage, educate and empower the people around me.   In a number of recent interactions, it struck me that there’s a fair few areas of overlap in how you do this.  It’s not… Continue reading Nurturing employees and customers is remarkably similar

Balancing budget with ambition in CX

I met a rather senior acquaintance for drinks the other week.  Following a promotion, they are tasked with turning a relatively strong performance service team into “best in class”  champions of customer engagement.  My acquaintance wanted to kick around a few ideas on this rather exciting project – and highlight a few concerns. Modern business… Continue reading Balancing budget with ambition in CX

Combining roles to save cost is not always the right thing

Slightly cryptic title this week, but I was pondering a tricky issue whilst on holiday in our beautiful summerhouse in Finland (see the picture above for the view from the house at midnight!)  It’s an issue I’ve faced on more than  one occasion, and I haven’t always got it right.  A former colleague had contacted… Continue reading Combining roles to save cost is not always the right thing

5 workplace characters who stifle innovation and profitable growth

I use real life observations to highlight knowledge, experiences and learnings in my blog posts. Often, it’s easy to turn a negative experience into a positive learning. But sometimes, my inner demon comes out, and I feel the need to vent a little. This week’s cheeky tongue in cheek post pokes fun at characters and… Continue reading 5 workplace characters who stifle innovation and profitable growth

This is how every customer call should start

“Hello there, it’s Amy here.  So how was your dress fitting?” It was like music to my ears, as I sat amongst my team in Bristol.  They deal with a complex insurance product, and customers need a lot of help to wade through the complexity of the policies to find the right product for them. … Continue reading This is how every customer call should start