5 CX considerations when selecting a new supplier

For those of us in service delivery, we’ll often be used to supporting our sales colleagues when they are working on RFIs & RFPs.  Creating costing models, service descriptions, defining KPIs & SLAs and even showcasing our service teams to impress a prospective client.  But sometimes the boot is on the other foot.  Whether it’s… Continue reading 5 CX considerations when selecting a new supplier

The curious tale of “nana’s diary”

On a recent visit to a business, I came across a very strange practice.  I met a bunch of dynamic, bright and articulate people, working really hard to deliver a great service to customers.  They are well respected and very efficient at what they do, they have relatively clear processes and  a solid understanding of their… Continue reading The curious tale of “nana’s diary”

Introduce customer success in 5 simple steps

Many of my regular readers will be familiar with the concept of customer success, customer journey mapping and customer experience management.  But every day, new people are learning about this change to the way we deliver service to customers.  In order to help spread the word, and help more businesses take ownership of their customers,… Continue reading Introduce customer success in 5 simple steps

5 things I’ve learned in moving from start-up to corporate

I’ve spent a lot of my career working in newly formed and start-up businesses, and I have a real passion for being part of something new & exciting.  Despite this, 6 months ago, I made a decision to move back into the corporate world. Why? Primarily, I wanted to prove to myself that the skills… Continue reading 5 things I’ve learned in moving from start-up to corporate

Jargon Buster: Big Data De-Mystified

For many businesses, big data is a hot topic.  Whether you’ve got it, whether you’re building it, or whether you thinking about it, tech start-ups have demonstrated how important big data is.  But for those who are yet to take the plunge and embrace big data, I thought we should go back to basics and… Continue reading Jargon Buster: Big Data De-Mystified

Making a difficult customer experience easy

In my humble experience, the older an industry, the more complex and antiquated the customer experience.  If you don’t believe me, compare using your mobile phone with buying a plot of land.  Globalisation, at least for customer experience, has done us a massive favour in terms of standardising, simplifying and empowering the individual to “do… Continue reading Making a difficult customer experience easy

Why Customer Journey Mapping is like Christmas cake

I’m currently working on a communication plan to help engage various teams in a fantastic evolution on moving away from crusty old customer service and into a more progressive customer success mindset.  (To understand why, see my previous article here.)  As I often do, I was mulling over how I can simply explain to my… Continue reading Why Customer Journey Mapping is like Christmas cake