During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith. In the second of five posts, I’ll focus on managing change in your customer experience. Modern… Continue reading CX2/5: Five tips on managing change to your customer experience
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?
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!
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?
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
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
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!