5 CX considerations when selecting a new supplier

For those of us in service delivery, we’ll often be used to supporting our sales colleagues when they are working on RFIs & RFPs.  Creating costing models, service descriptions, defining KPIs & SLAs and even showcasing our service teams to impress a prospective client.  But sometimes the boot is on the other foot.  Whether it’s… Continue reading 5 CX considerations when selecting a new supplier

Voice of the Customer: what metrics matter – an update

I’ve recently been thinking a lot about what a fully fledged, effective Voice of the Customer infrastructure should look like.  In previous posts, I’ve highlighted the importance of having a Voice of the Customer (VoC) within any customer or client facing business (let me know if you’d like links), but in essence, my top 5… Continue reading Voice of the Customer: what metrics matter – an update

6 tips to get your strategy back on track

Many of us will be in the process of carrying out quarterly reviews, checking budgets and revenue progress and making sure we are on track for delivering our 2017 goals and objectives.  At this point in the year, it’s also a great time to check back on your bigger plans, strategy and vision and make… Continue reading 6 tips to get your strategy back on track

5 superpowers your customer team should have

We’ve entered into one of our busiest periods at the moment, and we’ve worked hard on planning and preparation to ensure that we deliver the best possible experience, despite the volumes of work.  A key part of that preparation is thinking about the customer facing people, and how ready they are for the extra work.… Continue reading 5 superpowers your customer team should have

4 tips on (re-)prioritising your workload – realistically!

If, in the middle of a flight, I notice that the pilot was sat at the back of the plan rather than in the cockpit, I’d be worried.  A pilot’s priorities are to fly the plane, remain in control, and take the passengers safely and swiftly to their destination.  In the same way, as a… Continue reading 4 tips on (re-)prioritising your workload – realistically!

4 observations on leveraging local know-how

On a recent trip to Poland’s capital city, Warsaw, we decided that we wanted to discover a different side of Warsaw.  We discovered a fantastic little agency online, called Adventure Warsaw!, and in our 1/2 day trip, we discovered so many historical and fascinating pockets of Warsaw’s history, had lunch at one of the last… Continue reading 4 observations on leveraging local know-how

Phasing – the best way to achieve transformation

In life, we are constantly faced with choices that result in changes, and sometimes it’s hard to know which route is the best one to take. Likewise in the workplace, any manager will face the need to make a change. Deciding on how to make the change (and avoiding too much procrastination) is never easy.… Continue reading Phasing – the best way to achieve transformation