Entries by Lindsay Willott

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5 Customer Experience Trends for 2020

We are at a pivotal moment for customer experience, with the impact of artificial intelligence (AI) and a very clear shift in relations between customer and company making it harder than ever to stay up to date with ever-evolving customer expectations. Customer service has changed faster in the last ten years than arguably within the […]

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Blue Ocean Shift: Book Review

When Blue Ocean Strategy by W Chan Kim and Renee Mauborgne came out in 2004 it was a seismic book. The thrust of Blue Ocean Strategy (BOS) is that companies must create and drive up elements of remarkable customer experience to be different from their competition. At the same time they have to eliminate any […]

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Punk CX: Book Review

Adrian Swinscoe writes on customer experience and customer service for publications like Forbes and the BBC. Punk CX is his second book covering the topic of CX. We’ve all read books where the author has hit upon a good business idea and then expanded what should have been a pamphlet into a Tolstoyesque tome. Punk […]

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What is Customer Success Enablement?

We know that focusing on customer success drives retention and high customer lifetime value (CLV). But what do customer success managers and teams need in order to achieve these goals? Sales teams, in many organisations, are often supported by sales enablement processes and operations, designed to help customer-facing sales professionals add value to every customer […]

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How to Track and Measure Customer Success

We have previously talked about how Customer Success Drives Customer Retention. Customer success has been defined as the business methodology of ensuring that customers achieve their desired outcomes when using your products or services and a number of customer success KPIs (key performance indicators) were proposed. In this post we look at how these metrics […]

The service recovery paradox

We all experience problems with suppliers.  Things go wrong – that’s just life. As a business, you have to learn to accept that. Of course, it’s how you deal with those problems which sets one business apart from another. Admitting fault, making clear efforts to resolve issues, and offering compensation for the inconvenience are common […]

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Focus on Customer Success to Thrive

Customer success has evolved enormously, especially over recent years. While the theory and practices associated with customer success have their roots in the Software-as-a-Service (SaaS) arena, businesses and organisations that are not involved in SaaS have recognised the incredible, transformative power of customer success focused operations. We’ve previously seen how focusing on customer success drives […]

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Quirkology: Book Review

So, this month we’ve taken a wander through Richard Wiseman’s book Quirkology: The Curious Science of Everyday Lives. Richard Wiseman is a truly interesting scientist and psychologist. He explains complex points on human interaction in an engaging and anecdotal way. He also really knows his stuff, having given lectures to the Royal Society and run experiments […]

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Rebel Ideas: Book Review

I loved Matthew Syed’s book Black Box Thinking, (which we reviewed here) so I was excited to get stuck into his new offering, Rebel Ideas: The Power of Diverse Thinking. Syed was recently appointed to a very diverse board of thinkers advising the Football Association, and found the experience so enlightening he has written a […]