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
My time as a consultant highlights that whether you’re working in a large or a small business, the fundamental challenges are the same. Stiff competition, tight budgets, demanding customers and a need to evolve. Small business can be nimble but cash poor, large businesses have budget but are constrained by bureaucracy. I reflected over this… Continue reading Why consistency, ownership and being human matter most in customer experience
Anyone working in marketing, sales, customer service or customer success will be familiar with the modern mantra about making every experience delivered to client and customer must be personal. Social media giants perpetuate this message, with Google, Facebook and Apple all extolling the virtues of a personal customer experience. Many small business worry that they… Continue reading Is a personalised customer experience always necessary?