When talking about customer experience, bringing the story to life with real world examples is a really useful way to help people “get” what you are trying to achieve. It’s not always easy to do in a public forum such as a blog – I need to be mindful of individual’s privacy and customer reputations,… Continue reading 3 examples of when above & beyond service drives loyalty
On a recent work trip, I checked into my usual hotel. It’s part of a small chain, with a really cool & funky vibe, beautifully designed furniture, and the rooms have a really cool twist. Clearly, the business has really thought a lot about the look and feel, the perception and the brand. Unlike a… Continue reading Can people plug the gaps in a customer experience?
As I said to my boss recently, sometimes we all decide to use an attention-grabbing byline. Of course you should say sorry at work, just as much as you should at home, or on the street when someone bumps into you (OK, the latter is just a quirk of the British character!) So back to… Continue reading Should you ever say sorry at work?
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”
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!
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
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!