Learning from global experience to drive your local customer experience

Yesterday I felt the need to make a comment on a popular travel blog.  I felt a sense of injustice that some comments made by readers could be considered culturally insensitive regarding  customer service in the Far East.  The comments centred around the almost obsessive need for those delivering customer service in the Far East… Continue reading Learning from global experience to drive your local customer experience

Are you challenging you people enough – or too much?

I believe that my people are capable of ANYTHING.  No, really, I genuinely  see no limitations to their potential.  It took me years to feel so confident in the team I work with, and I feel proud to be in this head space.  When you believe in your people; you trust them, and their decisions;… Continue reading Are you challenging you people enough – or too much?

Why you need a strategy day

When did you last read you strategy plan?  In fact, when did anyone else recently read your strategy plan?  Is it locked away in a folder, ignored and languishing?  The day job sometimes gets in the way of pausing to think about the bolder ambitions you set out to achieve, and this dramatically slows down… Continue reading Why you need a strategy day

5 lessons learned about customer experience on a cruise

Our very good friend Steven is as hooked on cruises as much as we are hooked on flying.  He can tell you the size, weight, capacity and features on almost any cruise ship just from the name of the ship!  For quite some time, he’s been encouraging us to “give it a try”, and so… Continue reading 5 lessons learned about customer experience on a cruise

5 CX considerations when selecting a new supplier

For those of us in service delivery, we’ll often be used to supporting our sales colleagues when they are working on RFIs & RFPs.  Creating costing models, service descriptions, defining KPIs & SLAs and even showcasing our service teams to impress a prospective client.  But sometimes the boot is on the other foot.  Whether it’s… Continue reading 5 CX considerations when selecting a new supplier

Voice of the Customer: what metrics matter – an update

I’ve recently been thinking a lot about what a fully fledged, effective Voice of the Customer infrastructure should look like.  In previous posts, I’ve highlighted the importance of having a Voice of the Customer (VoC) within any customer or client facing business (let me know if you’d like links), but in essence, my top 5… Continue reading Voice of the Customer: what metrics matter – an update

How to make a workshop really work

We’ve recently been through a really busy period at work – it’s a time when it’s all hands to the pump to get the job done; requiring lots of planning, flexibility, team commitment and thinking on your feet.  It’s very easy after such a busy period to sit back and sigh with relief.  But whilst… Continue reading How to make a workshop really work