Creating a coaching culture

If you wants to deliver a differentiated service to mark you out from the competition, the first place to look is within your existing team.  Your best  people deliver your values and behaviours in their customer interactions, but from a line manager’s perspective, it’s not easy to bring these aspects to life in brief weekly… Continue reading Creating a coaching culture

Is NPS really worth measuring?

A conversation with a colleague this week triggered a number of thoughts.  The colleague’s client wanted NPS (net promoter score) to be implemented across the account.  I guess the important question to ask is why does the client want to use NPS? Before answering that question, it’s probably worth refreshing ourselves on how NPS works. … Continue reading Is NPS really worth measuring?

What does a data scientist have in common with Miss Marple?

Chatting with a colleague recently, I was struggling to explain how to make the most of a data scientist. Working with analysts and actuaries, who are used to manipulating spreadsheets, downloading data and extrapolating trends, it’s not so easy to explain the wondrous skills of data science. I wracked my brains and reflected on the… Continue reading What does a data scientist have in common with Miss Marple?

Is your purpose clear to your customer?

It never ceases to amaze me – businesses new and old, big and small seem to loose sight of why they are here. From the smallest and most humble beginnings, there was a really relevant and specific reason why every company was created. And for those that are successful, that purpose, that raison d’être was meaningful enough… Continue reading Is your purpose clear to your customer?

3 phases of a Voice of the Customer programme

Following a recent discussion with a contact on how to get started with a Voice of the Customer programme, I realised that many businesses have still yet to initiate a major programme to engage customers in the evolution of products and services. During the conversation, as I explained how (and why) a Voice of the… Continue reading 3 phases of a Voice of the Customer programme

The many shades of engagement – what’s the magic metric?

I’m sure I’m not the only one out there who is seeking the holy grail of customer experience – a single metric that shows the level of engagement reached across the customer base.  There’s many providers who claim to deliver the magic metric, or a system that will deliver the magic metric, but I’ve yet… Continue reading The many shades of engagement – what’s the magic metric?

Why robots won’t take over customer success!

With the evolution of technology, and the dawn of Artificial Intelligence (AI), the media is awash with statistics on how many of today’s jobs will be lost to “robots”.  In apocalyptic headlines, humans will be marginalized in the working world, leaving many of us on the scrap heap, apparently. Quick! Best we find a new… Continue reading Why robots won’t take over customer success!