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
It’s certainly not a new topic, but it’s still one of the most important aspects of managing your customer experience. In times of strong growth, or tougher times in terms of revenue, which headline you focus (and thus where your teams’ effort will go) can have significant impact on your bottom line. Let’s start with… Continue reading Retention strategy, churn and renewal – simplifying the connection
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
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?
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?