Back to Basics: Customer Lifetime Value

In a recent post on Calculating Customer Health Scores, I had discussed the basic consideration and factors to weigh up in building your customer health score.  Whilst incredibly powerful, customer health scores have limitations, most notably that no single formula for calculating the score can be applied to all businesses.  Instead, you need to work out… Continue reading Back to Basics: Customer Lifetime Value

When did you last listen to customer calls?

As a manager or head of department, the day is filled with meetings, planning, liaising with colleagues and dealing with your team.  Making time for another task is never easy, but if you’re not regularly listening to customer calls, you need to move out or delegate some other activities to do this. One of the… Continue reading When did you last listen to customer calls?

Do your SLAs & KPIs drive desired customer outcomes?

In another “back to basics” post, I’ve recently been doing some work on building a reporting dashboard for one of my clients.  The challenge they faced was that whilst they are data-rich, the ability to achieve their business goals was being clouded by the amount of data available.  The solution to this was to create… Continue reading Do your SLAs & KPIs drive desired customer outcomes?

Recruiting – first impression count

Over the years I’ve interviewed 1000s of candidates and I’ve also been interviewed by many different companies in various industries & countries.  Despite global unemployment levels, the best candidates are actively being sought – so how do you attract the right candidates and avoid loosing them to the competition? First impressions count – your recruiting strategy, recruitment partners… Continue reading Recruiting – first impression count

Gen Y are better at service than Gen X

I usually avoid controversy in my weekly posts – my aim is to get people thinking and provoke ideas, but this week, I’ve decided to throw out a bold supposition:  Generation Y are better at delivering service than Generation X (the generation following the post-World War 2 “baby boomers) and the generation to which I belong).  So… Continue reading Gen Y are better at service than Gen X

Customer Experience Abroad: Bucharest

In the past, I’ve posted a couple of customer experience observations from my travels, but following suggestions from a number of contacts (in particular, a certain follower named “Lulu”), I’ve decided to incorporate more of my travels in some posts. Sometimes my posts are written to inform and share my experience, but other times I… Continue reading Customer Experience Abroad: Bucharest

Back to Basics: 3 simple customer experience game changers

My time as a consultant highlights that whether you’re working in a large or a small business, the fundamental challenges are the same.  Stiff competition, tight budgets, demanding customers and a need to evolve.  Small business can be nimble but cash poor, large businesses have budget but are constrained by bureaucracy. I reflected over this… Continue reading Back to Basics: 3 simple customer experience game changers