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
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!
As most readers know, my “hobby” revolves around airports, airlines, business lounges and planes. So I was looking forward to the latest results from Skytrax, who produce an annual ranking system, based on approximately 20,000,000 customer reviews. Here’s three observations I made from the 2017 Skytrax results: Customer satisfaction comes from delivering the right experience… Continue reading Customer satisfaction versus profits – an aviation perspective
Recently, a contact whose opinion I value gave me some feedback on my blog. They told me that whilst they liked the narrative style, it felt like sometimes my message got a bit lost in my thoughts. I really appreciated someone telling me that. In well over 100 posts, I haven’t really heard what people… Continue reading 3 tips to making your voice heard
I was trying to engage a colleague in the supposition that the most engaging and addictive customer experiences tend to be the most data driven. My colleague (an ardent fan of delivering customer delight) looked at me strangely and asked, “surely the best customer experiences are driven through the human interaction with customer success rockstars?”… Continue reading A story about how data powers your customer experience
Yesterday I felt the need to make a comment on a popular travel blog. I felt a sense of injustice that some comments made by readers could be considered culturally insensitive regarding customer service in the Far East. The comments centred around the almost obsessive need for those delivering customer service in the Far East… Continue reading Learning from global experience to drive your local customer experience