As it’s been 4+ months since I started my new life in Portugal, I thought it would be fun to write a short series of posts to share how, as a foreigner, it feels to experience Portuguese service and culture. In the first of this series,“Process before customer”, I focused on some of the actual barriers… Continue reading CX Portugal 3: Which businesses are driving CX success in Portugal?
In every single operating environment around the world, irrespective of business maturity or industry sector, managers struggle each quarter to ensure that those at the bottom of the business understand, feel connected to and ultimately drive the business goals. Every company I have worked in has done some good stuff here, but equally made a… Continue reading Are your business goals resonating with your people? 5 tips to drive results!
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?”
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?
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
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?
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!