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
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 first of five posts, I’ll focus on developing a customer success team from your… Continue reading CX1/5: Turning Customer Service into Customer Success
I’m currently working on a meaty strategy, that once we getting going, will significantly change the behaviours of the consumer. As with any strategy, it starts out with a bold vision over a long period of time and based on a series of assumptions, makes heroic commitments to deliver something noteworthy. It involves a lot of … Continue reading 5 reasons why a strategy is like getting married
I recently attended a CX networking event – it’s always interesting to see what the latest thinking is and re-connect with your peers. At the event, I met up with former colleague – we compared notes on our respective (conservative) industries, talking about the need for greater flexibility in how we support customers. As more… Continue reading Do your people expect too much flexibility, or are you too rigid?
I’m shortly loosing one of the star performers in my team – she is moving on to a new, demanding challenge elsewhere. I’m gutted that she is leaving, and despite my constant jokes with her, I’m also really sad. When I was chatting about this with an acquaintance who happens to be leaving his current… Continue reading How you treat your leavers has an impact on your team
In both the “official” day job as Customer Experience Leader and the additional role of Co-chair of the LGBTQ+ network, I need to engage, educate and empower the people around me. In a number of recent interactions, it struck me that there’s a fair few areas of overlap in how you do this. It’s not… Continue reading Nurturing employees and customers is remarkably similar
I met a rather senior acquaintance for drinks the other week. Following a promotion, they are tasked with turning a relatively strong performance service team into “best in class” champions of customer engagement. My acquaintance wanted to kick around a few ideas on this rather exciting project – and highlight a few concerns. Modern business… Continue reading Balancing budget with ambition in CX