Nurturing employees and customers is remarkably similar

In both the “official” day job as Customer Experience Leader and the additional role of Co-chair of the LGBTQ+ network, I need to engage, educate and empower the people around me.   In a number of recent interactions, it struck me that there’s a fair few areas of overlap in how you do this.  It’s not… Continue reading Nurturing employees and customers is remarkably similar

This is how every customer call should start

“Hello there, it’s Amy here.  So how was your dress fitting?” It was like music to my ears, as I sat amongst my team in Bristol.  They deal with a complex insurance product, and customers need a lot of help to wade through the complexity of the policies to find the right product for them. … Continue reading This is how every customer call should start

Is NPS really worth measuring?

A conversation with a colleague this week triggered a number of thoughts.  The colleague’s client wanted NPS (net promoter score) to be implemented across the account.  I guess the important question to ask is why does the client want to use NPS? Before answering that question, it’s probably worth refreshing ourselves on how NPS works. … Continue reading Is NPS really worth measuring?

Why managers need to step up (and what happens when they don’t)!

A very dear friend of mine came to visit recently, and as she is getting married in summer, we felt the need to celebrate.  Ever the budget-conscious Northerner, I sought out a decent deal on one of my favourite website, TimeOut.  It’s great for those of us in big cities, allowing you to find great… Continue reading Why managers need to step up (and what happens when they don’t)!

Valuing customers: Why I deleted my Facebook account

Many of us who are passionate about customers have been following the recent revelations relating to Facebook and customer data used by Cambridge Analytica.  The scandal centres around how Facebook, as a holder of vast amounts of customer data could allow the harvesting of data from 50 million Facebook users to be used by a third… Continue reading Valuing customers: Why I deleted my Facebook account

If you need to say it to your customer, you probably don’t really mean it.

There I was, hanging on the phone, waiting for someone, ANYONE to answer my call.  The financial services company had forced me through an annoying process of automated identification, and a clunky IVR, and now I was stuck waiting to speak to someone, listening to bland elevator music.  Suddenly the music stops, and a voice… Continue reading If you need to say it to your customer, you probably don’t really mean it.

Is your purpose clear to your customer?

It never ceases to amaze me – businesses new and old, big and small seem to loose sight of why they are here. From the smallest and most humble beginnings, there was a really relevant and specific reason why every company was created. And for those that are successful, that purpose, that raison d’être was meaningful enough… Continue reading Is your purpose clear to your customer?