Insights
Thoughts and provocations about customer experience and management consulting
What is the value of a value proposition?
Do you have a value proposition? This post examines the value of presenting your business with a customer focus.
Insights
How to balance perfect and good enough
When it comes to customer experience, good enough is a highway to customer hell. With simple techniques, organisations could delight more customers.
Borrow my watch and tell me the time
Everyone has heard the quip about the definition of a consultant. Someone who borrows your watch and then tells you the time And I won't deny it. But I would like to expand the metaphor. Let's start with why organisations…
How to improve sales and reduce costs
The link between customer experience and turnover (sales) is well documented. Have you also considered the cost of a poor customer experience?
How does customer experience complete brand management?
How does customer experience management complete brand management? Would your business benefit from focusing a little more on what your customers experience?
Should you trust customer feedback?
Cynical or all believing - how do you interpret customer feedback? More importantly, do you rest on your laurels or take action? #customerexperience #fakereviews
I work in B2B, I have relationships [and don’t need to manage my customers’ experience]
Ouch. The title of this post is one of the things I hear most often when I am 'reaching out' to sell my services. Is it true? Are relationships all you need? Relationships are amazing but they are not enough…
12 ways poor customer experiences affect your bottom line
Managing your customer experience is about much more than the warm glow of a job well done. It has a material impact on your performance and sustainability.
More than reputation management
Longevity of your products, services and business systems only happens when they satisfy your customers. Generating customer loyalty needs much more than reputation management.
Does customer pain reach the heart of your organisation?
When organisations depend on customer-facing teams to resolve all customer issues, they are likely to run into repeated problems.