You’re stood waiting at the supermarket checkout – you thought you were winning when you found a queue with only a couple of people in it, but it seems like the cashier is on go slow. Just as you start to unload the shopping from the trolley, the cashier plonks down a big “Sorry, we’re… Continue reading Expectation Management – 6 simple reasons why it fails
SaaS businesses have by and large been built on a premise that they meet a need of a company or individual, and that once the company or individual gets a taste for the product, it will deliver enough value to keep them paying for it. The barrier of course is getting someone to try your… Continue reading 5 reasons SaaS trials and pilots fail
For anyone who has every been diagnosed with depression or anxiety (and equally importantly, for anyone who has not yet felt ready to open up to family, friends or medical practitioners about their mental health concerns), Covid-19 is a huge challenge. Whether you have been affected directly, whether you know people who have been infected… Continue reading Covid-19 and mental health: It’s ok to not be ok
In my previous two posts, I introduced the concept of the customer communication quadrant, representing the four most significant reasons for your to interact with your customers, and integrating with the four most significant business levers. Having considered the four by four factors, hopefully now you understand the diagram – the arrow indicates the level… Continue reading Part 3/3: Core elements you need for your customer communication quadrant
In my previous post, I introduced the concept of the customer communication quadrant, representing the four core reasons for a customer to interact with a business, and the four business levers this impacts. I walked through the level of importance for the business levers on the first two factors, Connect and Resolve, so this post… Continue reading Part 2/3: Core elements you need for your customer communication quadrant
As someone who has worked with and managed most customer-facing functions in my career, I’ve developed a reasonable understanding of each department’s needs to communicate with customers, and the outcomes that they would define as successful from this communication. Marketing, sales, success, support, retention and account management all “need” to interact with customers. What starts… Continue reading Part 1/3: Core elements you need for your customer communication quadrant
Most businesses are struggling to cope with the pressures of Covid-19 – few if any had planned for scenariuos such as Covid-19 in their operating model. Long wait times for customers, poor or incomplete responses or simply shutting off customer access to support are a few of the worst ways businesses are responding. But a… Continue reading Is your AI chatbot just a dumb IVR call tree?
During my lifetime, nothing has been as disruptive on our daily lives as the Covid-19 crisis. As a global pandemic, at some point, every citizen on earth will be faced with some change (albeit temporary) to the way they live their lives. It’s been huge, unnerving and destabilising – and travel, and more broadly the… Continue reading 4 ways Covid-19 has changed the way I’ll travel in future
Anyone who has ever worked in a customer or client facing role will have faced many, many challenges. Dealing with customers is a calling, not a career choice made by most. For the most part, people who chose to be in a customer facing role want to help, and are adept at using their soft… Continue reading 4 tips on managing the “reality gap”
In one of my earliest customer facing sales roles, and the first b2b role I held, I had a boss who thought himself shrewd, wily and customer -savvy. He always achieved his numbers, often had the highest sales and the most “net new names” accounts. His strategy was simple and effective – to put customers… Continue reading Why “let sleeping dogs lie” is not an option when dealing with customers.