So if you clicked through to read an article on creating / rejuvenating an advocacy programme for free, then I’m afraid you’ve come to the wrong place – there is no quick fix or magic spell for a fully-fledged nurture programme for your greatest fans! If you’re looking for a handful of cost-effective and simple… Continue reading How do I reward customers without spending a penny?
On a recent holiday to California, my wonderful friends in LA had organised a few days of wine tasting in the Napa Valley. I’d previously only done wine-tasting (at vineyards) in Europe, so as well as a great opportunity to compare “old world wines” with “new world wines“, I thought I’d share what I learned… Continue reading CX Learnings from Wine Tasting in Napa Valley
I was trying to engage a colleague in the supposition that the most engaging and addictive customer experiences tend to be the most data driven. My colleague (an ardent fan of delivering customer delight) looked at me strangely and asked, “surely the best customer experiences are driven through the human interaction with customer success rockstars?”… Continue reading A story about how data powers your customer experience
My very good friend Steven always jokes that as a a lowly Blue member with British Airways Executive Club frequent flyer scene, the only perk he can expect is “an extra warm welcome.” It’s a phrase rattled off every time you board a British Airways flight: “…and an extra warm welcome to our British Airways… Continue reading The importance of a warm welcome
Over the years I’ve interviewed 1000s of candidates and I’ve also been interviewed by many different companies in various industries & countries. Despite global unemployment levels, the best candidates are actively being sought – so how do you attract the right candidates and avoid loosing them to the competition? First impressions count – your recruiting strategy, recruitment partners… Continue reading Recruiting – first impression count
Customer references are one of the ultimate outcomes of a well delivered customer journey – it means that you did a great job, and a customer is happy to report that view to others, building your brand and helping build market traction. Recommendation is the undisputed champion of customer growth, so most businesses focus on nurturing… Continue reading 6 levels of recommendation – how to nurture more customer references