You can’t love customers if you don’t love being a customer

Last Thursday, I was more excited than a kid on Christmas Eve.  Having rushed from a conference in Central London, I arrived at Heathrow Airport bursting with excitement and anticipation.  As the time for boarding drew nearer, I felt light-headed and tingly, and as I stood waiting to board Finnair’s brand new A350, I knew… Continue reading You can’t love customers if you don’t love being a customer

The Subscription Economy: what do your customers want?

Last week, I was fortunate enough to hear Tien Tzuo, founder from Zuora speak at a conference.  He’s a real visionary, and in fact he coined the phrase “Subscription Economy”.  Hearing him explain what it means, bringing to life the concept really hammered home the need for every single business to sit up and listen.… Continue reading The Subscription Economy: what do your customers want?

Business Basics: Differences in B2C and B2B SaaS Service Delivery

I’ve recently had a couple of conversations on the key differences in servicing SaaS customers (clients) in B2B environments, versus customers in B2C environments, and what to consider when moving from B2B to B2C.  So many similarities, and yet a few notable differences.  In this post, I thought it would be interesting to go right back to basics… Continue reading Business Basics: Differences in B2C and B2B SaaS Service Delivery

Customer Experience Touchpoints – 5 tips on managing change

Modern businesses change often and rapidly.  What you focused on 12 months ago will often evolve into a new perspective a year later.  It’s really important for customer experience practitioners to acknowledge and embrace change and ensure that the customer journey for which they are responsible evolves in line with product and business requirements.  Failing… Continue reading Customer Experience Touchpoints – 5 tips on managing change

How the mundane can become delightful

As my husband waxed lyrical to yet another friend about how he loves his new Dyson vacuum cleaner, it struck me that even the mundane task of cleaning the house can result in raving fans.  He talks about the speed and convenience, the compactness, the power of the vacuum cleaner as if it is a… Continue reading How the mundane can become delightful

Creating proactive relationships with your customers

In days gone by, we all realized we needed to establish a relationship with a customer to keep them happy. In order to have a relationship with our customers, we needed to build trust and nurture communication to create openness. And yet in customer service, we never really evolved our customer relationships. It was even… Continue reading Creating proactive relationships with your customers

3 Customer Retention steps that deliver results

In an every more competitive world, there’s been a dramatic shift away from focusing on churn to focusing on retention.  It’s a really important change and there’s a lot of logic in this shift.  Whilst churn is a reactive approach, focused on taking actions when a customer has decided to leave, retention is a proactive… Continue reading 3 Customer Retention steps that deliver results