In previous posts, I’ve talked about deciding on outsourcing or keeping in house, and I’ve also talked about which team owns different aspects of your customer journey. Following a colourful discussion with a former customer this week, I thought it would be interesting to talk about when it’s the right time to automate your customer… Continue reading When is the right time to automate?
Feedback matters to us all. Whether we like it or not, we need to hear other peoples’ opinions about us, our actions and behaviours, our company, our products and services. The majority of feedback is intended to help, add insight or value and drive change or reinforce behaviour. Whatever the intention of the feedback provider,… Continue reading 5 Feedback Fails, and how you should deliver it!
So following on from last week’s post, where I talked about The Right Way to Start a New Role, and I mentioned the need to constantly make things simpler. Complexity simply makes it harder to achieve our desired outcome – and if we are all really honest, we all naturally tend to over-complicate tasks that… Continue reading Why “just one thing” is the best way to fix work challenges
Why “if it ain’t broke…” thinking can only get you so far… Firstly, a small disclaimer – I have nothing against those in this world called Barbara. The mindset I’m really talking about could apply to any Percy, Georgie, Mary-Lou or Sally our there. When I talk about ‘Barbara’, I mean the persona that represents… Continue reading Banishing Your Inner Barbara
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?
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!
Sat in a meeting with digital colleagues, our customer experience manager and our data scientist, as I listened to the conversation, as often happens, my mind began to wander. Earlier in the day, I’d read a communication talking about who bringing two teams together is like 1 + 1 = 3. It just sounded daft… Continue reading Can data show that 1 + 1 = 3?