The many shades of engagement – what’s the magic metric?

I’m sure I’m not the only one out there who is seeking the holy grail of customer experience – a single metric that shows the level of engagement reached across the customer base.  There’s many providers who claim to deliver the magic metric, or a system that will deliver the magic metric, but I’ve yet… Continue reading The many shades of engagement – what’s the magic metric?

Why robots won’t take over customer success!

With the evolution of technology, and the dawn of Artificial Intelligence (AI), the media is awash with statistics on how many of today’s jobs will be lost to “robots”.  In apocalyptic headlines, humans will be marginalized in the working world, leaving many of us on the scrap heap, apparently. Quick! Best we find a new… Continue reading Why robots won’t take over customer success!

Why customer success is NOT the new “customer service”

A well intentioned colleague recently referred to customer success as “the new customer service” in an attempt to show that customer delivery has moved on.  The sentiment is right, but the message is wrong – customer success is SO MUCH more than a better version of customer service.  It’s not just a team, it’s a… Continue reading Why customer success is NOT the new “customer service”

The Internet of Things needs substance!

We live in a connected home – my husband is a secret geek who loves all things automated.  Lights, security cameras, heating, TV, music, the garden, even the doorbell are all connected up and accessible via our mobile phones.  We have fully embraced technology, and welcomed the internet of things into our lives.  From a… Continue reading The Internet of Things needs substance!

Learning from global experience to drive your local customer experience

Yesterday I felt the need to make a comment on a popular travel blog.  I felt a sense of injustice that some comments made by readers could be considered culturally insensitive regarding  customer service in the Far East.  The comments centred around the almost obsessive need for those delivering customer service in the Far East… Continue reading Learning from global experience to drive your local customer experience

Calculating Customer Health Scores

For many of us, the mention of customer health scores fills us with nervousness, even dread.  This metric is rapidly becoming the panacea solution to all things customer success. But as a highly complex and business specific set of variables contribute to it, each business is grappling it’s way towards building their own customer health… Continue reading Calculating Customer Health Scores