A story about how data powers your customer experience

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

The importance of a warm welcome

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

Recruiting – first impression count

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

6 levels of recommendation – how to nurture more customer references

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