Customer satisfaction versus profits – an aviation perspective

As most readers know, my “hobby” revolves around airports, airlines, business lounges and planes.  So I was looking forward to the latest results from Skytrax, who produce an annual ranking system, based on approximately 20,000,000 customer reviews.  Here’s three observations I made from the 2017 Skytrax results: Customer satisfaction comes from delivering the right experience… Continue reading Customer satisfaction versus profits – an aviation perspective

The difference between manager, coach & mentor.

As you career grows, so do you. Sometimes your career path charges forward, other times it feels like it stumbles and stalls.  That’s OK, your career, like life is a journey.  On that journey, there are times when a little extra help will be of benefit. If you’ve already chatted to your peers and your… Continue reading The difference between manager, coach & mentor.

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

Are you challenging you people enough – or too much?

I believe that my people are capable of ANYTHING.  No, really, I genuinely  see no limitations to their potential.  It took me years to feel so confident in the team I work with, and I feel proud to be in this head space.  When you believe in your people; you trust them, and their decisions;… Continue reading Are you challenging you people enough – or too much?

Why you need a strategy day

When did you last read you strategy plan?  In fact, when did anyone else recently read your strategy plan?  Is it locked away in a folder, ignored and languishing?  The day job sometimes gets in the way of pausing to think about the bolder ambitions you set out to achieve, and this dramatically slows down… Continue reading Why you need a strategy day

5 CX considerations when selecting a new supplier

For those of us in service delivery, we’ll often be used to supporting our sales colleagues when they are working on RFIs & RFPs.  Creating costing models, service descriptions, defining KPIs & SLAs and even showcasing our service teams to impress a prospective client.  But sometimes the boot is on the other foot.  Whether it’s… Continue reading 5 CX considerations when selecting a new supplier

Voice of the Customer: what metrics matter – an update

I’ve recently been thinking a lot about what a fully fledged, effective Voice of the Customer infrastructure should look like.  In previous posts, I’ve highlighted the importance of having a Voice of the Customer (VoC) within any customer or client facing business (let me know if you’d like links), but in essence, my top 5… Continue reading Voice of the Customer: what metrics matter – an update