The other day, I found myself in a meeting with a number of colleagues, discussing a complex topic. Whilst there were many different views around the room, there was (seemingly) general consensus on a particular approach – except for me. I strongly felt a different view, and decided that it was important that I share… Continue reading Why it’s OK to be the Voice of One
2018 for me is all about increasing customer engagement. Understanding what matters to customers and why they use our products, what turns them “on” & “off”, why they behave in particular ways – it’s all so much more scientific than it used to be! Every customer experience professional worth their salt is driving a data-driven… Continue reading Refreshing your customer messaging strategy – and linking it to data
Over New Year, my husband & I flew off to Northern Lapland to spend a few days with friends and family. At this time of year, it’s a magical place covered in deep white snow, and temperatures plunging below -25 celsius. It’s also Kaamos, where the sun never appears above the horizon for many weeks. It… Continue reading Life is full of small victories – here’s why they matter
In the run up to Christmas, like many people, I’ve made quite a few purchases online. Convenience, ease, speed of delivery (and return), as well as great pricing have changed my shopping habits. The thought of shuffling along the high street, in the cold and wet, fighting through crowds in the vain hope that the… Continue reading Why more retail businesses are turning to customer success
There are times when those around you shine (for me, especially my family, friends and those who work for me) and there are times when those around you don’t. We all seek validation, reassurance and guidance from those around us, and we learn to trust and believe in others, but ultimately, we need to seek… Continue reading Why your motivation should always come from within!
On a recent work trip, I checked into my usual hotel. It’s part of a small chain, with a really cool & funky vibe, beautifully designed furniture, and the rooms have a really cool twist. Clearly, the business has really thought a lot about the look and feel, the perception and the brand. Unlike a… Continue reading Can people plug the gaps in a customer experience?
As the year draws to a close, it’s always a good time to reflect. The end of another year and the imminent start of the next is a perpetual cycle, and there’s certain things that you should be doing with your team. The end of the year for me drives 4 key actions: remember, reflect, plan,… Continue reading What year end messages should you be sharing with your teams?