4 signs your team or customers are disengaged (And what to do about it!)

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!)

Why Customer Journey Mapping is like Christmas cake

I’m currently working on a communication plan to help engage various teams in a fantastic evolution on moving away from crusty old customer service and into a more progressive customer success mindset.  (To understand why, see my previous article here.)  As I often do, I was mulling over how I can simply explain to my… Continue reading Why Customer Journey Mapping is like Christmas cake

4 reasons why creating customer fans is like shooting fish in a barrel

I’m not sure what got me thinking about the phrase, but “it’s as easy as shooting fish in a barrel” is an odd concept. It conjures up a feeling of sadist pleasure and cruelty, and although it has the same meaning as “taking candy from a baby”, seems altogether more extreme.  For this reason it… Continue reading 4 reasons why creating customer fans is like shooting fish in a barrel

Back to Basics: Customer Lifetime Value

In a recent post on Calculating Customer Health Scores, I had discussed the basic consideration and factors to weigh up in building your customer health score.  Whilst incredibly powerful, customer health scores have limitations, most notably that no single formula for calculating the score can be applied to all businesses.  Instead, you need to work out… Continue reading Back to Basics: Customer Lifetime Value

5 unexpected learnings from becoming a consultant

Having spent almost 4 fantastic years at Workshare, I felt it was time to try my hand at something new.  In the back of my mind, like many peers, I’ve been mulling over the opportunity to become a customer experience consultant, so I decided to give it a try. So far, it’s been amazing fun,… Continue reading 5 unexpected learnings from becoming a consultant

Setting poor expectations is worse than poor service

As children, many of may have been scolded by our parents when we exaggerated truth and made up excessive embellishments in our stories.  My parents would tell me that if I made up stories, my nose would grow as long as Pinocchio – the little wooden puppet boy in the children’s novel by Carlo Collodi.  Human… Continue reading Setting poor expectations is worse than poor service

Interview with a Customer Strategy Guru: Part 2

In my last post, I shared the start of a conversation I was having with customer strategy & experience design guru, Jean-Marc Codsi.  Up until recently, he was responsible for leading the Customer Experience teams in Europe for eBay.  Before his years at eBay, his creative customer experience flair helped drive experience transformation at T-Mobile… Continue reading Interview with a Customer Strategy Guru: Part 2