When I started my career, many moons ago, I was in sales. I had a bolshy boss from London who typified the late 90s in attitude and behaviour. His approach was to get the deal done, then let others sort out any issues. My next job was in customer service, dealing with unhappy customers and… Continue reading The Sales – Customer Success Dynamic, and 5 ways to fix it!
Here’s a question – why is that team building days so often involve doing physical stuff together? Surely so-called management away days should be all about building strategies, and time huddled around a flip chart brainstorming would be the best use of the day, right? We’ll come back to that question later, but in the… Continue reading How to clear your emotional debt
My husband and I were privileged enough to have a wonderful holiday in Taiwan recently. It’s a fantastic country that I would highly recommend anyone visits to discover the best of Asia. As is often the case, rather than flying to Taiwan directly, we took the opportunity to fly on 5 different planes with 3… Continue reading New versus legacy airlines – who wins on service?
Last weekend, I flew out to discover the Rock of Gibraltar, and for an airline geek, landing on such a unique runway (between a mountain and the sea) was very exciting! I know, I know, I love flying – the plane, the crew, the airport – the whole lot combines to create a great experience. With… Continue reading Can a regulated industry create a great customer experience?
The opposite of love is not hate. The opposite of love is apathy. It’s a scary state of mind where you really don’t care. For me, football leaves me cold, I don’t dislike it, I just have no feelings about it whatsoever. When it comes to your business, this state of mind is one you… Continue reading 4 signs your team or customers are disengaged (And what to do about it!)
Waking up on the morning of 24th June to the news that the UK voters had decided that the UK is better off outside of the EU has been a shock to many in the UK & Europe. Firstly, let me declare that this is a personal perspective, and I am, always have been and… Continue reading A Personal Perspective on “Brexit”
This week, I’ve been reflecting on metrics – what measures really matters, can you pick one single metric to reflect how well you’re delivering the customer experience, and what might that metric be? In reality, this is a moot point, because there are many factors in deciding which metrics to measure – industry sector, maturity of product… Continue reading Basic Metrics: NPS versus csat versus CES