Why customer success is NOT the new “customer service”

A well intentioned colleague recently referred to customer success as “the new customer service” in an attempt to show that customer delivery has moved on.  The sentiment is right, but the message is wrong – customer success is SO MUCH more than a better version of customer service.  It’s not just a team, it’s a… Continue reading Why customer success is NOT the new “customer service”

The Internet of Things needs substance!

We live in a connected home – my husband is a secret geek who loves all things automated.  Lights, security cameras, heating, TV, music, the garden, even the doorbell are all connected up and accessible via our mobile phones.  We have fully embraced technology, and welcomed the internet of things into our lives.  From a… Continue reading The Internet of Things needs substance!

5 lessons learned about customer experience on a cruise

Our very good friend Steven is as hooked on cruises as much as we are hooked on flying.  He can tell you the size, weight, capacity and features on almost any cruise ship just from the name of the ship!  For quite some time, he’s been encouraging us to “give it a try”, and so… Continue reading 5 lessons learned about customer experience on a cruise

4 tips on (re-)prioritising your workload – realistically!

If, in the middle of a flight, I notice that the pilot was sat at the back of the plan rather than in the cockpit, I’d be worried.  A pilot’s priorities are to fly the plane, remain in control, and take the passengers safely and swiftly to their destination.  In the same way, as a… Continue reading 4 tips on (re-)prioritising your workload – realistically!

Confessions of an airmiles addict: Loyalty Learnings

Over the 12 days of Christmas, my husband and I undertook a crazy 12 flight trip between Europe and the USA.  Our travels spanned 3 airlines, 10 time zones and 7 international airports.  For some, this might sound like a horrendous way to spend their holiday time, but for an airmiles addict, it was fantastic… Continue reading Confessions of an airmiles addict: Loyalty Learnings

Could your worst detractors also be your greatest fans?

When I think about businesses I love, business I use frequently or businesses I’ve grown to rely on, I feel an immediate emotional reaction – this got me thinking; love them or loathe them, fans and detractors have a lot more in common than we might think, so this week, I thought we could explore… Continue reading Could your worst detractors also be your greatest fans?

Dutch Customer Service – what did I learn?

I recently spent a few days in the Netherlands, celebrating my 5th wedding anniversary. Beautiful weather, incredibly flat & green country with the world’s tallest men, I’ve often visited the country’s capital, Amsterdam, so was keen to explore beyond to new destinations.  It’s yet another country where almost all adults speak flawless English, making it… Continue reading Dutch Customer Service – what did I learn?