As it’s been 4+ months since I started my new life in Portugal, I thought it would be fun to write a short series of posts to share how, as a foreigner, it feels to experience Portuguese service and culture. In the first of this series,“Process before customer”, I focused on some of the actual barriers… Continue reading CX Portugal 3: Which businesses are driving CX success in Portugal?
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?
During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith. In the fifth of five posts, I’ll focus on moving from reactive to proactive customer relationships. In… Continue reading CX5/5: From reactive to proactive customer relationships
So if you clicked through to read an article on creating / rejuvenating an advocacy programme for free, then I’m afraid you’ve come to the wrong place – there is no quick fix or magic spell for a fully-fledged nurture programme for your greatest fans! If you’re looking for a handful of cost-effective and simple… Continue reading How do I reward customers without spending a penny?
There I was, hanging on the phone, waiting for someone, ANYONE to answer my call. The financial services company had forced me through an annoying process of automated identification, and a clunky IVR, and now I was stuck waiting to speak to someone, listening to bland elevator music. Suddenly the music stops, and a voice… Continue reading If you need to say it to your customer, you probably don’t really mean it.
Whilst this post was intended to focus on the motivation of your strongest advocates, your champions, I hope you might first indulge me whilst I have a small rant! For those of us working on innovative solutions to old problems, one of the worst traps to fall into is misunderstanding the purpose of our product… Continue reading Why your product is NOT what the customer wants!
2018 for me is all about increasing customer engagement. Understanding what matters to customers and why they use our products, what turns them “on” & “off”, why they behave in particular ways – it’s all so much more scientific than it used to be! Every customer experience professional worth their salt is driving a data-driven… Continue reading Refreshing your customer messaging strategy – and linking it to data