How to motivate your remote working team

Since my first “proper” full time job after university, many, MANY years ago, I happened to work in work environments where colleagues, suppliers and customers happened to be remote.  In fact, not just remote, but overseas, speaking languages I did not understand, in time zones very different to my own.  When I fast forward to… Continue reading How to motivate your remote working team

Delivering operational transformation without budget or headcount

In my last post, we discussed why headcount increase should be your last resort, because extra headcount costs money, and instead you can almost always improve on efficiency, automation and cross-skilling / up-skilling.  A lean operation is a well run operation, and in normal times, everything runs smoothly and your customers and people are happy. … Continue reading Delivering operational transformation without budget or headcount

Q&A: Customer Advisory Boards / Councils

In this week’s post, I’d thought we try a different format.  Customer boards have been around for quite some time, but have often been the preserve of mature businesses talking with their corporate and enterprise clients. In fact, for any business with clients who are bigger than them, a customer advisory board / council is… Continue reading Q&A: Customer Advisory Boards / Councils

Expectation Management – 6 simple reasons why it fails

You’re stood waiting at the supermarket checkout – you thought you were winning when you found a queue with only a couple of people in it, but it seems like the cashier is on go slow.  Just as you start to unload the shopping from the trolley, the cashier plonks down a big “Sorry, we’re… Continue reading Expectation Management – 6 simple reasons why it fails

5 reasons SaaS trials and pilots fail

SaaS businesses have by and large been built on a premise that they meet a need of a company or individual, and that once the company or individual gets a taste for the product, it will deliver enough value to keep them paying for it. The barrier of course is getting someone to try your… Continue reading 5 reasons SaaS trials and pilots fail

Part 3/3: Core elements you need for your customer communication quadrant

In my previous two posts, I introduced the concept of the customer communication quadrant, representing the four most significant reasons for your to interact with your customers, and integrating with the four most significant business levers.  Having considered the four by four factors, hopefully now you understand the diagram – the arrow indicates the level… Continue reading Part 3/3: Core elements you need for your customer communication quadrant

Part 2/3: Core elements you need for your customer communication quadrant

In my previous post, I introduced the concept of the customer communication quadrant, representing the four core reasons for a customer to interact with a business, and the four business levers this impacts.  I walked through the level of importance for the business levers on the first two factors, Connect and Resolve, so this post… Continue reading Part 2/3: Core elements you need for your customer communication quadrant

Part 1/3: Core elements you need for your customer communication quadrant

As someone who has worked with and managed most customer-facing functions in my career, I’ve developed a reasonable understanding of each department’s needs to communicate with customers, and the outcomes that they would define as successful from this communication.  Marketing, sales, success, support, retention and account management all “need” to interact with customers.  What starts… Continue reading Part 1/3: Core elements you need for your customer communication quadrant

4 tips on managing the “reality gap”

Anyone who has ever worked in a customer or client facing role will have faced many, many challenges.  Dealing with customers is a calling, not a career choice made by most.  For the most part, people who chose to be in a customer facing role want to help, and are adept at using their soft… Continue reading 4 tips on managing the “reality gap”

Why you need to quit serving “helpful” customer service

Today’s post started out as a source of frustration, but on reflection, “helpful” customer service is something many of us are doing to our customers.  What do I mean by “helpful” customer service? Let me share an example.  It all started when I tried to contact an airline with whom I fly a lot.  My… Continue reading Why you need to quit serving “helpful” customer service