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 3: Which businesses are driving CX success in Portugal?
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?”
Why “if it ain’t broke…” thinking can only get you so far… Firstly, a small disclaimer – I have nothing against those in this world called Barbara. The mindset I’m really talking about could apply to any Percy, Georgie, Mary-Lou or Sally our there. When I talk about ‘Barbara’, I mean the persona that represents… Continue reading Banishing Your Inner Barbara
Preaching to the choir, perhaps, but customer centricity matters today more than ever. Gone are the days when when some customers merely accepted that customer service would be subpar, especially when dealing with entrenched services. Fortunately, customers woke up to their rights, and even the most powerful changed course. It was nothing short of a… Continue reading Why is Customer Centricity such a relevant issue today?
When I’m explaining what I mean by CX (customer experience), I explain that it’s WHAT a customer does / doesn’t do and HOW they feel when they are experiencing that product or service. The business then supports a customer through this. Customer service is all about ensuring that when a customer reaches out to you… Continue reading CX Quandary: Why are new habits so hard to form?
I’ve recently been doing lots of customer journey mapping, from “as is”, to “to be”, and “dream state” customer journeys. It’s really rather exhausting (especially when we are doing via video conference) and involves a huge amount of thinking, debating and re-working. At the same time, it’s a very satisfying process, with lots of lightbulb… Continue reading Four reasons why I love mapping customer journeys
My husband and I made our annual pilgrimage to Helsinki to celebrate Finnish independence day, and I decided to book us into a hotel chain that we don’t usually use, just to have a different experience. With fantastic views, pretty decent reviews and an uber-cool cocktail lounge, we were looking forward to a fabulous weekend.… Continue reading Three things you shouldn’t say to your customers