I was chatting with a business acquaintance recently, who expressed frustration at their manager – weak decisions, unclear plans, always caving in to other managers and not supporting his own team – this manager sounded feckless to me. Feckless? What sort of antiquated word is that? The origins of the word date back to the… Continue reading Feckless manager? Here’s what to do about it!
Whilst this post was intended to focus on the motivation of your strongest advocates, your champions, I hope you might first indulge me whilst I have a small rant! For those of us working on innovative solutions to old problems, one of the worst traps to fall into is misunderstanding the purpose of our product… Continue reading Why your product is NOT what the customer wants!
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?
The other day, I found myself in a meeting with a number of colleagues, discussing a complex topic. Whilst there were many different views around the room, there was (seemingly) general consensus on a particular approach – except for me. I strongly felt a different view, and decided that it was important that I share… Continue reading Why it’s OK to be the Voice of One
2018 for me is all about increasing customer engagement. Understanding what matters to customers and why they use our products, what turns them “on” & “off”, why they behave in particular ways – it’s all so much more scientific than it used to be! Every customer experience professional worth their salt is driving a data-driven… Continue reading Refreshing your customer messaging strategy – and linking it to data
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