4 reasons why creating customer fans is like shooting fish in a barrel

I’m not sure what got me thinking about the phrase, but “it’s as easy as shooting fish in a barrel” is an odd concept. It conjures up a feeling of sadist pleasure and cruelty, and although it has the same meaning as “taking candy from a baby”, seems altogether more extreme.  For this reason it… Continue reading 4 reasons why creating customer fans is like shooting fish in a barrel

The importance of a warm welcome

My very good friend Steven always jokes that as a a lowly Blue member with British Airways Executive Club frequent flyer scene, the only perk he can expect is “an extra warm welcome.”  It’s a phrase rattled off every time you board a British Airways flight: “…and an extra warm welcome to our British Airways… Continue reading The importance of a warm welcome

Back to Basics: Customer Lifetime Value

In a recent post on Calculating Customer Health Scores, I had discussed the basic consideration and factors to weigh up in building your customer health score.  Whilst incredibly powerful, customer health scores have limitations, most notably that no single formula for calculating the score can be applied to all businesses.  Instead, you need to work out… Continue reading Back to Basics: Customer Lifetime Value

6 basics for building a customer messaging strategy

I just listened to a team member dealing with an unhappy customer.  She was complaining that she receives too many email communications from the company and wanted to know why.  The team member did a sterling job of diffusing the situation and helping the customer to understand the purpose of each email communication – working… Continue reading 6 basics for building a customer messaging strategy

Setting poor expectations is worse than poor service

As children, many of may have been scolded by our parents when we exaggerated truth and made up excessive embellishments in our stories.  My parents would tell me that if I made up stories, my nose would grow as long as Pinocchio – the little wooden puppet boy in the children’s novel by Carlo Collodi.  Human… Continue reading Setting poor expectations is worse than poor service