Learnings from Virgin: brilliant basics matter

In my years heading up customer service within the Virgin Group, I was inspired in so many ways and by so many of the amazing people who delivered ideas, experiences, services and products across the global customer base.  Being a creative set of companies, it was no real surprise that there were some fantastic concepts… Continue reading Learnings from Virgin: brilliant basics matter

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

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 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 “let sleeping dogs lie” is not an option when dealing with customers.

In one of my earliest customer facing sales roles, and the first b2b role I held, I had a boss who thought himself shrewd, wily and customer -savvy.  He always achieved his numbers, often had the highest sales and the most “net new names” accounts.  His strategy was simple and effective – to put customers… Continue reading Why “let sleeping dogs lie” is not an option when dealing with customers.

Blog # 250: Re-visiting the golden rules of customer journey mapping

I can’t believe that for the past 250 weeks, I have without fail (except the week of Christmas), published a blog post.  It seems incredible that I have that much content and creativity within me!   For this momentous occasion, I decided to re-visit one of my earliest articles, to determine how much has changed in… Continue reading Blog # 250: Re-visiting the golden rules of customer journey mapping

5 factors on what it takes to deliver premium service over standard service

In a recent post, I asked the question, “Should premium products come with premium service?”  I concluded that this would very much depended on what your product and marketing teams committed to your customer.  So if your business does positively  promote premium / luxury / high end service as part of your product or service,… Continue reading 5 factors on what it takes to deliver premium service over standard service

Why is it so hard to measure customer engagement?

I recently ran a workshop on customer experience at StartUpLisboa with a bunch of cool customer-centric start-ups.  Amongst the topics we drilled down into, both during and after the session was customer engagement – what it means, how to increase or at least sustain it, and how to measure it.  I know I’m not the… Continue reading Why is it so hard to measure customer engagement?

Annual review: genuine tool to motivate or tick box exercise?

Controversial title, perhaps, but those of you who have worked with me will know that I put a very, very high value on activities that support people growth and development.  Every large business I have worked in has missed opportunities to during the quarterly and annual appraisal processes to reward, motivate and define responsibilities for… Continue reading Annual review: genuine tool to motivate or tick box exercise?