CX Portugal 2: Take a ticket – the customer nemesis

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 2: Take a ticket – the customer nemesis

CX Portugal 1: Process before customer

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’ll focus on some of the actual… Continue reading CX Portugal 1: Process before customer

Three people (dis)engagement behaviours to watch out for

As we head into summer (at least in the Northern Hemisphere!) and the pace adjusts slightly, hopefully giving us a little time to reflect, develop and plan, I wanted to share two posts that relate to HOW we achieve our goals and WHAT we can and should expect from those around us in the process. … Continue reading Three people (dis)engagement behaviours to watch out for

A different perspective on the real value of employee tenure

As we head into summer (at least in the Northern Hemisphere!) and the pace eases slightly, hopefully giving us a little time to reflect, develop and plan, I wanted to share two posts that relate to HOW we achieve our goals and WHAT we can and should expect from those around us in the process. Both… Continue reading A different perspective on the real value of employee tenure

Are your customers “Happy or Not?”

I recently read an article on the amazing company called “Happy or Not”. (You can read the article on the BBC website here.)  The founders, Heikki Vaananen and Ville Levaniemi dreamed up the idea based on Heikki’s horrible customer experiences in a local IT store as a teenager.  The fact that even at 15, he… Continue reading Are your customers “Happy or Not?”

5 tips on delivering the best presentation

I recently attended and spoke at a conference on the topic of customer experience.  As at every conference, throughout the day, there were many speakers and panellists – some great, and some less engaging.  For some, as they walk toward the stage, you can see that they are filled with the fear of god, and… Continue reading 5 tips on delivering the best presentation

The loyalty quandary faced by airlines

I recently undertook one of my crazy “fly-around-everywhere” weekends, which took hubbie and me to six countries on ten planes with four airlines. You might think I’m crazy to spend precious leisure time on flights and in airports (on that, I couldn’t possibly comment), but from a CX (customer experience) perspective, there’s a lot of… Continue reading The loyalty quandary faced by airlines