Are your customers “Happy or Not?”

I recently read an article on the amazing company called “Happy or Not”. (You can read the article on the BBC website here.)  The founders, Heikki Vaananen and Ville Levaniemi dreamed up the idea based on Heikki’s horrible customer experiences in a local IT store as a teenager.  The fact that even at 15, he… Continue reading Are your customers “Happy or Not?”

When is the right time to automate?

In previous posts, I’ve talked about deciding on outsourcing or keeping in house, and I’ve also talked about which team owns different aspects of your customer journey. Following a colourful discussion with a former customer this week, I thought it would be interesting to talk about when it’s the right time to automate your customer… Continue reading When is the right time to automate?

Banishing Your Inner Barbara

Why “if it ain’t broke…” thinking can only get you so far… Firstly, a small disclaimer – I have nothing against those in this world called Barbara. The mindset I’m really talking about could apply to any Percy, Georgie, Mary-Lou or Sally our there. When I talk about ‘Barbara’, I mean the persona that represents… Continue reading Banishing Your Inner Barbara

Why is Customer Centricity such a relevant issue today?

Preaching to the choir, perhaps, but customer centricity matters today more than ever. Gone are the days when when some customers merely accepted that customer service would be subpar, especially when dealing with entrenched services. Fortunately, customers woke up to their rights, and even the most powerful changed course. It was nothing short of a… Continue reading Why is Customer Centricity such a relevant issue today?

The Sales – Customer Success Dynamic, and 5 ways to fix it!

When I started my career, many moons ago, I was in sales.  I had a bolshy boss from London who typified the late 90s in attitude and behaviour.  His approach was to get the deal done, then let others sort out any issues.  My next job was in customer service, dealing with unhappy customers and… Continue reading The Sales – Customer Success Dynamic, and 5 ways to fix it!

Can data show that 1 + 1 = 3?

Sat in a meeting with digital colleagues, our customer experience manager and our data scientist, as I listened to the conversation, as often happens, my mind began to wander.  Earlier in the day, I’d read a communication talking about who bringing two teams together is like 1 + 1 = 3.  It just sounded daft… Continue reading Can data show that 1 + 1 = 3?

Four reasons why I love mapping customer journeys

I’ve recently been doing lots of customer journey mapping, from “as is”, to “to be”,  and “dream state” customer journeys.  It’s really rather exhausting (especially when we are doing via video conference) and involves a huge amount of thinking, debating and re-working.  At the same time, it’s a very satisfying process, with lots of lightbulb… Continue reading Four reasons why I love mapping customer journeys