Customer satisfaction versus profits – an aviation perspective

As most readers know, my “hobby” revolves around airports, airlines, business lounges and planes.  So I was looking forward to the latest results from Skytrax, who produce an annual ranking system, based on approximately 20,000,000 customer reviews.  Here’s three observations I made from the 2017 Skytrax results: Customer satisfaction comes from delivering the right experience… Continue reading Customer satisfaction versus profits – an aviation perspective

A story about how data powers your customer experience

I was trying to engage a colleague in the supposition that the most engaging and addictive customer experiences tend to be the most data driven.  My colleague (an ardent fan of delivering customer delight) looked at me strangely and asked, “surely the best customer experiences are driven through the human interaction with customer success rockstars?”… Continue reading A story about how data powers your customer experience

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 airlines compared – how was the customer experience?

Following my recent post were I confessed to being an Airmiles addict, here’s another post around my travels.  This time, I’m doing a very brief compare and contrast between 4 airlines I travelled on over a couple of days, the brevity between each flight allowing me to compare the 4 business class products, and highlight… Continue reading 4 airlines compared – how was the customer experience?

Back to Basics: 3 simple customer experience game changers

My time as a consultant highlights that whether you’re working in a large or a small business, the fundamental challenges are the same.  Stiff competition, tight budgets, demanding customers and a need to evolve.  Small business can be nimble but cash poor, large businesses have budget but are constrained by bureaucracy. I reflected over this… Continue reading Back to Basics: 3 simple customer experience game changers

6 basics for building a customer messaging strategy

I just listened to a team member dealing with an unhappy customer.  She was complaining that she receives too many email communications from the company and wanted to know why.  The team member did a sterling job of diffusing the situation and helping the customer to understand the purpose of each email communication – working… Continue reading 6 basics for building a customer messaging strategy

4 barriers to sales and success working together – and how to fix them!

In recent discussions with a number of businesses, the thorny topic of the relationship between sales and success has been raised.  In a flawless model, both teams work in unison to discover a prospect, identify their need, propose a solution, close the deal and drive product adoption through to customer advocacy.  All too often, conflicting… Continue reading 4 barriers to sales and success working together – and how to fix them!