Can you connect your brand to your values?

Before we go any further, of course you can, and we all know it, but whether your values have been gathering dust at the back of your office cupboard during Covid-19 crisis, or your mission and vision and brand and values and behaviours are all getting to be a bit too confusing, summer is a… Continue reading Can you connect your brand to your values?

Q&A: Customer Advisory Boards / Councils

In this week’s post, I’d thought we try a different format.  Customer boards have been around for quite some time, but have often been the preserve of mature businesses talking with their corporate and enterprise clients. In fact, for any business with clients who are bigger than them, a customer advisory board / council is… Continue reading Q&A: Customer Advisory Boards / Councils

5 reasons SaaS trials and pilots fail

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

Part 3/3: Core elements you need for your customer communication quadrant

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

Part 2/3: 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

Part 1/3: 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

Is your AI chatbot just a dumb IVR call tree?

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?

4 tips on managing the “reality gap”

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”

Blog # 250: Re-visiting the golden rules of customer journey mapping

I can’t believe that for the past 250 weeks, I have without fail (except the week of Christmas), published a blog post.  It seems incredible that I have that much content and creativity within me!   For this momentous occasion, I decided to re-visit one of my earliest articles, to determine how much has changed in… Continue reading Blog # 250: Re-visiting the golden rules of customer journey mapping

Values and behaviours – why they really matter at work.

In the process of speaking with businesses, whether to work for them or with them, one thing I always check out are their values.  It’s a great indicator of what they hold dear, how complicated they make the internal culture (and a handy indicator of where past cultural issues may have been!)  For some, they… Continue reading Values and behaviours – why they really matter at work.