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 ways Covid-19 has changed the way I’ll travel in future

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

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”

Why “let sleeping dogs lie” is not an option when dealing with customers.

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.

Why you need to quit serving “helpful” customer service

Today’s post started out as a source of frustration, but on reflection, “helpful” customer service is something many of us are doing to our customers.  What do I mean by “helpful” customer service? Let me share an example.  It all started when I tried to contact an airline with whom I fly a lot.  My… Continue reading Why you need to quit serving “helpful” customer service

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

Retention strategy, churn and renewal – simplifying the connection

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

5 factors on what it takes to deliver premium service over standard service

In a recent post, I asked the question, “Should premium products come with premium service?”  I concluded that this would very much depended on what your product and marketing teams committed to your customer.  So if your business does positively  promote premium / luxury / high end service as part of your product or service,… Continue reading 5 factors on what it takes to deliver premium service over standard service

Annual review: genuine tool to motivate or tick box exercise?

Controversial title, perhaps, but those of you who have worked with me will know that I put a very, very high value on activities that support people growth and development.  Every large business I have worked in has missed opportunities to during the quarterly and annual appraisal processes to reward, motivate and define responsibilities for… Continue reading Annual review: genuine tool to motivate or tick box exercise?