Chief Customer Officer Forum

This week, I was fortunate enough to attend an event organised by Peter Massey, the Chief Customer Officer Forum.  It’s a fantastic invite only community of customer experts, customer experience director & chief customer officers from many large and well known brands.  With Chatham House rules applying, we can openly sharing learnings, innovations and challenges that… Continue reading Chief Customer Officer Forum

What I’ve discovered on churn versus new business metrics

I’m taking a slight diversion on this week’s blog from my recent posts around cultures and values within Workshare. This week I’ve been wrestling with the challenges of how our customer success team contributes to the business and how best to measure it. So that we are all clear on what Workshare’s Customer Success team… Continue reading What I’ve discovered on churn versus new business metrics

Ruminations on responsiveness: are you delivering fast enough?

Years ago, when contacting a customer service team, you’d be just as likely to put pen to paper as you would to pick up the phone. I vividly remember plenty of fax and telex communications in my first customer service role. Email and toll free numbers dramatically changed the landscape, and with it, expectations of… Continue reading Ruminations on responsiveness: are you delivering fast enough?

Tuning in to customers – why you’re having a hard time hearing them

We’ve previously reflected on customer retention and creating proactive relationships, and I think we’re al in agreement that these factors are key to any continued customer engagement and business growth, but for most businesses, there’s a real challenge in tuning in to hear what customers value most, so you can invest your limited time, effort,… Continue reading Tuning in to customers – why you’re having a hard time hearing them