It’s certainly not a new topic, but it’s still one of the most important aspects of managing your customer experience. In times of strong growth, or tougher times in terms of revenue, which headline you focus (and thus where your teams’ effort will go) can have significant impact on your bottom line. Let’s start with… Continue reading Retention strategy, churn and renewal – simplifying the connection
When you start a start a new role in customer experience, one of the first things you’ll do is to establish how well-defined & managed the customer experience is. It’s easy to get bogged down in detail, so this week’s post aims to help us make an initial assessment (or review ongoing progress) of our… Continue reading What are the raw essential ingredients in a customer journey?
A well intentioned colleague recently referred to customer success as “the new customer service” in an attempt to show that customer delivery has moved on. The sentiment is right, but the message is wrong – customer success is SO MUCH more than a better version of customer service. It’s not just a team, it’s a… Continue reading Why customer success is NOT the new “customer service”
The opposite of love is not hate. The opposite of love is apathy. It’s a scary state of mind where you really don’t care. For me, football leaves me cold, I don’t dislike it, I just have no feelings about it whatsoever. When it comes to your business, this state of mind is one you… Continue reading 4 signs your team or customers are disengaged (And what to do about it!)
This week’s theme of honesty with your customers was prompted by my own experience recently with my mobile phone provider. It reminded me of the importance of being honest, and for customers, the considerable gap between what the business tells me and what actually happens. This is important, because despite marketeer’s efforts to make “personalised… Continue reading Be honest with your customers to maintain their trust
Many businesses pride themselves on great customer service, and I love experiencing and sharing those golden nuggets to inspire others to up their game. But everyone has an occasion when something goes wrong. How well you handle service recovery is so important as to whether you end up turning a customer into a raving fan, or… Continue reading When service fails, how do you handle service recovery?
Separating the actions you take to avoid churn and retain customers from your renewals process