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

Do your people expect too much flexibility, or are you too rigid?

I recently attended a CX networking event – it’s always interesting to see what the latest thinking is and re-connect with your peers.  At the event, I met up with former colleague – we compared notes on our respective (conservative) industries, talking about the need for greater flexibility in how we support customers. As more… Continue reading Do your people expect too much flexibility, or are you too rigid?

How you treat your leavers has an impact on your team

I’m shortly loosing one of the star performers in my team – she is moving on to a new, demanding challenge elsewhere.  I’m gutted that she is leaving, and despite my constant jokes with her, I’m also really sad.  When I was chatting about this with an acquaintance who happens to be leaving his current… Continue reading How you treat your leavers has an impact on your team

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

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

Why feedback matters (and how to respond to negative feedback)

As part of my own development, I recently received 360 degree feedback from peers, my direct reports and the management layer above me.  It daunting to hear what people think and feel about you, so in this post, let’s look at why feedback matters, and how you might respond to it. Let me start by… Continue reading Why feedback matters (and how to respond to negative feedback)

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