How much do you really understand your customers’ needs?
When it comes to customers with any form of impairment the answer is most likely not enough As my previous articles on accessibility have shown,…
Tag: Article
Giraffes, razors and jet engines: the re-emergence of the subscriber
There are attractions in the subscription model, but only if it’s genuinely customer-centric Somewhere along the road from a government department to an FTSE100-floated plc,…
Travelling hopefully: the problems of accessibility
When customer journeys are actual journeys it’s hard to get a joined-up solution I love a challenge and this one seemed quite straightforward: two elderly…
Why is “customer-centric sales” a misnomer for most organisations?
The vast majority of salespeople are simply not customer-centric enough and it’s costing millions! “The problem is that it’s rare to find a sales head…
Is it time to retire Customer Success Management?
It’s nothing to do with the customer One of the craziest, most limiting roles to have emerged in recent years is Customer Success Management. It’s…
A question of ownership
It’s not the structure that’s important – it’s ownership Picture the scene: 1994, a late summer evening in a scruffy office block on the outskirts…
Don’t waste your time going on a “CX Safari”
Spend time with your own experts – on the front line Of all the greatest myths in management, the idea that you can improve by…
Little things mean a lot when it comes to great service
You won’t find this outstanding service approach in any handbook Mr M Ward is a customer service guru – but not in the traditional sense…
Keeping it simple to transform customer experience
A simple app gets satisfied customers to make the effort to identify outstanding service agents We are always on the lookout for companies who have…
Speeding up innovation in the call centre
Suppliers can help speed up innovation in the call centre by changing their “sales battleground” When a customer wants to communicate or receive service from…