Following a recent discussion with a contact on how to get started with a Voice of the Customer programme, I realised that many businesses have still yet to initiate a major programme to engage customers in the evolution of products and services. During the conversation, as I explained how (and why) a Voice of the… Continue reading 3 phases of a Voice of the Customer programme
In every customer experience, there are good parts and bad parts. Sales, marketing, servicing, technical, distribution, compliance, legal and finance departments all conspire to make the customer experience into a complicated and tangled web, leaving the customer confused, frustrated and ultimately failing to engage in your customer experience. As a customer experience practitioner, I’m constantly… Continue reading Are low sales due to bad choices you impose on your customer?
In the run up to Christmas, like many people, I’ve made quite a few purchases online. Convenience, ease, speed of delivery (and return), as well as great pricing have changed my shopping habits. The thought of shuffling along the high street, in the cold and wet, fighting through crowds in the vain hope that the… Continue reading Why more retail businesses are turning to customer success
I’m sure I’m not the only one out there who is seeking the holy grail of customer experience – a single metric that shows the level of engagement reached across the customer base. There’s many providers who claim to deliver the magic metric, or a system that will deliver the magic metric, but I’ve yet… Continue reading The many shades of engagement – what’s the magic metric?
With the evolution of technology, and the dawn of Artificial Intelligence (AI), the media is awash with statistics on how many of today’s jobs will be lost to “robots”. In apocalyptic headlines, humans will be marginalized in the working world, leaving many of us on the scrap heap, apparently. Quick! Best we find a new… Continue reading Why robots won’t take over customer success!
When you start a start a new role in customer experience, one of the first things you’ll do is to establish how well-defined & managed the customer experience is. It’s easy to get bogged down in detail, so this week’s post aims to help us make an initial assessment (or review ongoing progress) of our… Continue reading What are the raw essential ingredients in a customer journey?
A well intentioned colleague recently referred to customer success as “the new customer service” in an attempt to show that customer delivery has moved on. The sentiment is right, but the message is wrong – customer success is SO MUCH more than a better version of customer service. It’s not just a team, it’s a… Continue reading Why customer success is NOT the new “customer service”