Why is Customer Centricity such a relevant issue today?

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?

The Sales – Customer Success Dynamic, and 5 ways to fix it!

When I started my career, many moons ago, I was in sales.  I had a bolshy boss from London who typified the late 90s in attitude and behaviour.  His approach was to get the deal done, then let others sort out any issues.  My next job was in customer service, dealing with unhappy customers and… Continue reading The Sales – Customer Success Dynamic, and 5 ways to fix it!

CX5/5: From reactive to proactive customer relationships

During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith. In the fifth of five posts, I’ll focus on moving from reactive to proactive customer relationships. In… Continue reading CX5/5: From reactive to proactive customer relationships

CX4/5: Linking you KPIs to your customer-desired outcomes

During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith.  In the fourth of five posts, I’ll focus on linking you KPIs to your customer-desired outcomes.… Continue reading CX4/5: Linking you KPIs to your customer-desired outcomes

CX2/5: Five tips on managing change to your customer experience

During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith.  In the second of five posts, I’ll focus on managing change in your customer experience. Modern… Continue reading CX2/5: Five tips on managing change to your customer experience

CX1/5: Turning Customer Service into Customer Success

During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith.  In the first of five posts, I’ll focus on developing a customer success team from your… Continue reading CX1/5: Turning Customer Service into Customer Success

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?