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
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
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?
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!
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”