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.
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
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
This post is neither a sales pitch for my services, nor a rant about the gaps in customer success – but it is a wake up call to many business who are currently facing a customer success gap. I’ve had many conversations with businesses big and small, across a number of countries in Europe and… Continue reading What are you doing about the customer success gap?
When recruiting for customer-facing roles, I long ago fell in love with role-playing as a means to measure certain skills. Maybe it’s the inner drama queen in me, but allowing a potential new recruit to demonstrate their customer centric soft skills before I offered them the job was a good thing. And it certainly served… Continue reading 4 role-plays mistakes to avoid when recruiting
I love my newly adopted home country, Portugal. The people, culture, food and wine and climate are all parts of why this is becoming a more popular business for business as well as leisure. A friendly and accommodating workforce with high technical skills and low (comparative) salaries make for a perfect destination for oversees businesses… Continue reading Why managing expectations matters more than ever
I attended a meet-up group recently where informal discussions fell on the difference between building an operation to support B2B versus B2C. The group seemed quite divided – some suggesting that the difference was considerable, whilst others suggested that the differences (for operational purposes) are most cosmetic. I heard lots of interesting view points, so… Continue reading Is B2B customer experience delivery different to B2C?