Is your purpose clear to your customer?

It never ceases to amaze me – businesses new and old, big and small seem to loose sight of why they are here. From the smallest and most humble beginnings, there was a really relevant and specific reason why every company was created. And for those that are successful, that purpose, that raison d’être was meaningful enough… Continue reading Is your purpose clear to your customer?

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!

What are the raw essential ingredients in a customer journey?

When you start a start a new role in customer experience, one of the first things you’ll do is to establish how well-defined & managed the customer experience is.  It’s easy to get bogged down in detail, so this week’s post aims to help us make an initial assessment (or review ongoing progress) of our… Continue reading What are the raw essential ingredients in a customer journey?

4 techniques to motivate your people

Those amongst us who are wise have started planning for 2018, and the various deliverables we need to achieve, I was reflecting on how best to drive motivation with my team.  As with any experienced manager, I have a few tools in the armoury to help me and the team achieve what I know we… Continue reading 4 techniques to motivate your people

How to tell your customer experience story

I’ve been working on building out a 4-year vision on what our customers should expect from us – notice that I didn’t say what we will deliver to our customer, or what products our customers can buy from us.  The most engaging customer experiences are built around the customer’s perspective, and writing it as a… Continue reading How to tell your customer experience story

Handling a boss situation!

This week’s blog is about the sensitive subject of challenging bosses. We all have, at some point in our career had a boss who doesn’t listen, or even worse, thinks they listen but really doesn’t. I’m going to share 3 scenarios from my own experience, and advice on how to handle this – and I… Continue reading Handling a boss situation!

When your star performer moves on – 4 tips to keep your plans on track

It happens to the best of us: sometimes; without warning, your star performer decides it’s time to move on. With the words of Gloria Gaynor‘s famous anthem, “I will survive” ringing in your ears, here’s 4 tips on what to do to keep your business plans on track. Are they really going to move on?… Continue reading When your star performer moves on – 4 tips to keep your plans on track