When I started my career, many moons ago, I was in sales. I had a bolshy boss from London who typified the late 90s in attitude and behaviour. His approach was to get the deal done, then let others sort out any issues. My next job was in customer service, dealing with unhappy customers and… Continue reading The Sales – Customer Success Dynamic, and 5 ways to fix it!
When I’m explaining what I mean by CX (customer experience), I explain that it’s WHAT a customer does / doesn’t do and HOW they feel when they are experiencing that product or service. The business then supports a customer through this. Customer service is all about ensuring that when a customer reaches out to you… Continue reading CX Quandary: Why are new habits so hard to form?
I’ve recently been doing lots of customer journey mapping, from “as is”, to “to be”, and “dream state” customer journeys. It’s really rather exhausting (especially when we are doing via video conference) and involves a huge amount of thinking, debating and re-working. At the same time, it’s a very satisfying process, with lots of lightbulb… Continue reading Four reasons why I love mapping customer journeys
Over the festive period, I travelled a fair bit, and as always, I closely observed the service and experience delivered. This year, my travels took me to Florida, to escape the chilly British winter. The approach to customers in America is very different to that in the UK, with a relatively formulaic approach often used… Continue reading Observations on Customer Experience in the USA
My time as a consultant highlights that whether you’re working in a large or a small business, the fundamental challenges are the same. Stiff competition, tight budgets, demanding customers and a need to evolve. Small business can be nimble but cash poor, large businesses have budget but are constrained by bureaucracy. I reflected over this… Continue reading Why consistency, ownership and being human matter most in customer experience
Some work in organisations that deal solely with businesses – whether that is start-ups, SMEs or corporate and enterprise-sized businesses. The world of clients has the challenge of diverse relationships per account, complex business structures or multiple sites – B2B is a complex environment in which to deliver strong reactive and proactive service. On the other hand,… Continue reading Why data is the lynchpin between the client and customer experience
If there is one industry that needs to do more than any other to fix their customer experience, it’s financial services. Purchasing insurance, opening a bank account, switching mortgage providers or comparing credit cards – financial services as an industry constantly misses the opportunity to establish customer trust and give clarity and transparency in their… Continue reading Why customers don’t engage in their pensions