Many years ago, I fell in love with a Finn. We moved in together, got cats, bought a home together and got married. Living with a Finn exposed me to many aspects of Finnish language, life and culture. Our home is full of Iittala, Marimekko and Artek. We enjoy enjoy eating “poro” and drinking lonkero.… Continue reading What is Finland’s secret ingredient? – Sisu explained
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!
Following a recent discussion with a contact on how to get started with a Voice of the Customer programme, I realised that many businesses have still yet to initiate a major programme to engage customers in the evolution of products and services. During the conversation, as I explained how (and why) a Voice of the… Continue reading 3 phases of a Voice of the Customer programme
In every customer experience, there are good parts and bad parts. Sales, marketing, servicing, technical, distribution, compliance, legal and finance departments all conspire to make the customer experience into a complicated and tangled web, leaving the customer confused, frustrated and ultimately failing to engage in your customer experience. As a customer experience practitioner, I’m constantly… Continue reading Are low sales due to bad choices you impose on your customer?
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
Over New Year, my husband & I flew off to Northern Lapland to spend a few days with friends and family. At this time of year, it’s a magical place covered in deep white snow, and temperatures plunging below -25 celsius. It’s also Kaamos, where the sun never appears above the horizon for many weeks. It… Continue reading Life is full of small victories – here’s why they matter
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