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.

Introduce customer success in 5 simple steps

Many of my regular readers will be familiar with the concept of customer success, customer journey mapping and customer experience management.  But every day, new people are learning about this change to the way we deliver service to customers.  In order to help spread the word, and help more businesses take ownership of their customers,… Continue reading Introduce customer success in 5 simple steps

Making a difficult customer experience easy

In my humble experience, the older an industry, the more complex and antiquated the customer experience.  If you don’t believe me, compare using your mobile phone with buying a plot of land.  Globalisation, at least for customer experience, has done us a massive favour in terms of standardising, simplifying and empowering the individual to “do… Continue reading Making a difficult customer experience easy

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

Customer Service is dead, long live Customer Success

I started by career working in customer service – Visa & Mastercard Traveller Cheques (remember those?) I was thrilled by the uncertainty and unpredictability of every call. Could it be a Mexican tourist who’d lost their travellers’ cheques in Japan, or maybe a law enforcement agency verifying stolen cheques in Las Vegas, or maybe those… Continue reading Customer Service is dead, long live Customer Success

Customer Success strategy mid-year check-in

Back at the end of 2015, I shared 3 posts on creating your customer success strategy, and as we reach the mid-point of the year, I thought it would be a good time to check in to see how things are progressing.  For those who missed the posts and would like to read up on… Continue reading Customer Success strategy mid-year check-in