Given the value of data to any organisation, you’d think we’d no longer need to prove how important it is, especially in the world of SaaS businesses. But getting data, linking it together then using it effectively is still a really, really hard thing to do. When a head of engineering asks me what data… Continue reading A different way to start your data strategy
Most businesses are struggling to cope with the pressures of Covid-19 – few if any had planned for scenariuos such as Covid-19 in their operating model. Long wait times for customers, poor or incomplete responses or simply shutting off customer access to support are a few of the worst ways businesses are responding. But a… Continue reading Is your AI chatbot just a dumb IVR call tree?
This post is neither a sales pitch for my services, nor a rant about the gaps in customer success – but it is a wake up call to many business who are currently facing a customer success gap. I’ve had many conversations with businesses big and small, across a number of countries in Europe and… Continue reading What are you doing about the customer success gap?
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?
I recently read an article on the amazing company called “Happy or Not”. (You can read the article on the BBC website here.) The founders, Heikki Vaananen and Ville Levaniemi dreamed up the idea based on Heikki’s horrible customer experiences in a local IT store as a teenager. The fact that even at 15, he… Continue reading Are your customers “Happy or Not?”
Why “if it ain’t broke…” thinking can only get you so far… Firstly, a small disclaimer – I have nothing against those in this world called Barbara. The mindset I’m really talking about could apply to any Percy, Georgie, Mary-Lou or Sally our there. When I talk about ‘Barbara’, I mean the persona that represents… Continue reading Banishing Your Inner Barbara
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?
When I’m explaining what I mean by CX (customer experience), I explain that it’s WHAT a customer does / doesn’t do and HOW they feel when they are experiencing that product or service. The business then supports a customer through this. Customer service is all about ensuring that when a customer reaches out to you… Continue reading CX Quandary: Why are new habits so hard to form?
I’ve recently been doing lots of customer journey mapping, from “as is”, to “to be”, and “dream state” customer journeys. It’s really rather exhausting (especially when we are doing via video conference) and involves a huge amount of thinking, debating and re-working. At the same time, it’s a very satisfying process, with lots of lightbulb… Continue reading Four reasons why I love mapping customer journeys
Anyone working in marketing, sales, customer service or customer success will be familiar with the modern mantra about making every experience delivered to client and customer must be personal. Social media giants perpetuate this message, with Google, Facebook and Apple all extolling the virtues of a personal customer experience. Many small business worry that they… Continue reading Is a personalised customer experience always necessary?