Balancing budget with ambition in CX

I met a rather senior acquaintance for drinks the other week.  Following a promotion, they are tasked with turning a relatively strong performance service team into “best in class”  champions of customer engagement.  My acquaintance wanted to kick around a few ideas on this rather exciting project – and highlight a few concerns. Modern business… Continue reading Balancing budget with ambition in CX

Combining roles to save cost is not always the right thing

Slightly cryptic title this week, but I was pondering a tricky issue whilst on holiday in our beautiful summerhouse in Finland (see the picture above for the view from the house at midnight!)  It’s an issue I’ve faced on more than  one occasion, and I haven’t always got it right.  A former colleague had contacted… Continue reading Combining roles to save cost is not always the right thing

What does a data scientist have in common with Miss Marple?

Chatting with a colleague recently, I was struggling to explain how to make the most of a data scientist. Working with analysts and actuaries, who are used to manipulating spreadsheets, downloading data and extrapolating trends, it’s not so easy to explain the wondrous skills of data science. I wracked my brains and reflected on the… Continue reading What does a data scientist have in common with Miss Marple?

Why managers need to step up (and what happens when they don’t)!

A very dear friend of mine came to visit recently, and as she is getting married in summer, we felt the need to celebrate.  Ever the budget-conscious Northerner, I sought out a decent deal on one of my favourite website, TimeOut.  It’s great for those of us in big cities, allowing you to find great… Continue reading Why managers need to step up (and what happens when they don’t)!

Is your purpose clear to your customer?

It never ceases to amaze me – businesses new and old, big and small seem to loose sight of why they are here. From the smallest and most humble beginnings, there was a really relevant and specific reason why every company was created. And for those that are successful, that purpose, that raison d’être was meaningful enough… Continue reading Is your purpose clear to your customer?

Why a CX strategy doesn’t guarantee revenue growth & retention

A while ago, I was engaged in a conversation with a colleague. As always, I was evangelising the customer’s position, challenging current convention. We’d been discussing a marketing campaign that had been targeting a certain demographic, attempting to drive the email recipients to put money into savings accounts to build for their future. At a… Continue reading Why a CX strategy doesn’t guarantee revenue growth & retention

Feckless manager? Here’s what to do about it!

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!