Over New Year, my husband & I flew off to Northern Lapland to spend a few days with friends and family. At this time of year, it’s a magical place covered in deep white snow, and temperatures plunging below -25 celsius. It’s also Kaamos, where the sun never appears above the horizon for many weeks. It… Continue reading Life is full of small victories – here’s why they matter
On a recent work trip, I checked into my usual hotel. It’s part of a small chain, with a really cool & funky vibe, beautifully designed furniture, and the rooms have a really cool twist. Clearly, the business has really thought a lot about the look and feel, the perception and the brand. Unlike a… Continue reading Can people plug the gaps in a customer experience?
I’m sure I’m not the only one out there who is seeking the holy grail of customer experience – a single metric that shows the level of engagement reached across the customer base. There’s many providers who claim to deliver the magic metric, or a system that will deliver the magic metric, but I’ve yet… Continue reading The many shades of engagement – what’s the magic metric?
With the evolution of technology, and the dawn of Artificial Intelligence (AI), the media is awash with statistics on how many of today’s jobs will be lost to “robots”. In apocalyptic headlines, humans will be marginalized in the working world, leaving many of us on the scrap heap, apparently. Quick! Best we find a new… Continue reading Why robots won’t take over customer success!
When you start a start a new role in customer experience, one of the first things you’ll do is to establish how well-defined & managed the customer experience is. It’s easy to get bogged down in detail, so this week’s post aims to help us make an initial assessment (or review ongoing progress) of our… Continue reading What are the raw essential ingredients in a customer journey?
Those amongst us who are wise have started planning for 2018, and the various deliverables we need to achieve, I was reflecting on how best to drive motivation with my team. As with any experienced manager, I have a few tools in the armoury to help me and the team achieve what I know we… Continue reading 4 techniques to motivate your people
As I said to my boss recently, sometimes we all decide to use an attention-grabbing byline. Of course you should say sorry at work, just as much as you should at home, or on the street when someone bumps into you (OK, the latter is just a quirk of the British character!) So back to… Continue reading Should you ever say sorry at work?