Why more retail businesses are turning to customer success

In the run up to Christmas, like many people, I’ve made quite a few purchases online.  Convenience, ease, speed of delivery (and return), as well as great pricing have changed my shopping habits.  The thought of shuffling along the high street, in the cold and wet, fighting through crowds in the vain hope that the… Continue reading Why more retail businesses are turning to customer success

The many shades of engagement – what’s the magic metric?

I’m sure I’m not the only one out there who is seeking the holy grail of customer experience – a single metric that shows the level of engagement reached across the customer base.  There’s many providers who claim to deliver the magic metric, or a system that will deliver the magic metric, but I’ve yet… Continue reading The many shades of engagement – what’s the magic metric?

Why robots won’t take over customer success!

With the evolution of technology, and the dawn of Artificial Intelligence (AI), the media is awash with statistics on how many of today’s jobs will be lost to “robots”.  In apocalyptic headlines, humans will be marginalized in the working world, leaving many of us on the scrap heap, apparently. Quick! Best we find a new… Continue reading Why robots won’t take over customer success!

What are the raw essential ingredients in a customer journey?

When you start a start a new role in customer experience, one of the first things you’ll do is to establish how well-defined & managed the customer experience is.  It’s easy to get bogged down in detail, so this week’s post aims to help us make an initial assessment (or review ongoing progress) of our… Continue reading What are the raw essential ingredients in a customer journey?

CX Learnings from Wine Tasting in Napa Valley

On a recent holiday to California, my wonderful friends in LA had organised a few days of wine tasting in the Napa Valley.  I’d previously only done wine-tasting (at vineyards) in Europe, so as well as a great opportunity to compare “old world wines” with “new world wines“, I thought I’d share what I learned… Continue reading CX Learnings from Wine Tasting in Napa Valley

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!