Specialist in customer experience (CX), in particular customer journey mapping, voice of customer programs, complaint handling, and people management.
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There is a moment that occurs in almost every customer service interaction that most organisations treat as the finish line. The problem has been resolved. The ticket has been closed. The case is marked complete. Job done. It is not job done. It is the beginning of one of the most important and most consistently overlooked opportunities in customer communications: the follow-up.
Most customer service teams are built to respond. A problem appears, a customer makes contact, and the team swings into action. This reactive model is so deeply embedded in how organisations think about customer service that it often goes unquestioned. It feels natural, even logical. Customers have problems, teams solve them. What else would you do? Quite a lot, as it turns out.
An angry customer is not a lost customer. That is the first and most important thing to understand about de-escalation. The research on customer loyalty consistently shows that a customer whose complaint is handled well, genuinely well and not just efficiently processed, often ends up more loyal than a customer who never had a problem at all. The experience of being heard, taken seriously, and…
By the time a customer asks to speak to a manager, something has already gone wrong, and usually it didn't happen suddenly. Escalations rarely arrive without warning. They build. They simmer. They send signals that, if you know what to look for, give you a window to intervene before the situation becomes a formal complaint, a damaging review, or a lost account.
You never get a second chance to make a first impression. It's a cliché, but in customer communications it's also a measurable fact. Research consistently shows that customers who receive a fast, empathetic, and clear first response are significantly more likely to stay calm, stay loyal, and stay with you, even when the underlying issue hasn't been resolved yet.
You may have noticed how departmental silos can limit progress and stifle innovation within your organization. By utilizing journey maps, you can encourage cross-functional collaboration, bringing together diverse teams to enhance communication and alignment. In this blog post, I will guide you through the benefits of journey mapping, enabling you to break free from isolation and create a shared…
I am not an uncritical fan of NPS. But I am also not part of the consulting chorus declaring its imminent death and replacing it with proprietary, unproven alternatives. What I am is pragmatic, and in this article, I’d like to unpack what that really means.
Customer journey mapping is widely used in CX programmes, but too often it fails to deliver on its potential. This isn't because the idea is flawed; it's because of how it’s typically approached. With the right mindset, process, and engagement across the organisation, journey mapping can be one of the most effective tools in the CX manager’s toolkit.
Face-to-face interviews remain one of the most powerful tools in B2B customer understanding. While surveys tell you what is happening, in-person conversations reveal why. With as few as 5 to 10 carefully conducted interviews per segment, you can uncover up to 80% of your clients’ critical pain points, without enormous resources. Investing in these human connections not only delivers richer…
It's important to understand how you can transform raw data into actionable insights. In this article, you'll discover how actively listening to data can shift your perspective, enabling you to extract meaningful patterns that drive informed decision-making.
