Customer Journey

Customer Journey – Not for Start-Ups!

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Summary: When you are about to launch your new product, you should have mapped your Customer Journey. If done well, you create positive interactions with your customers, which is ultimately your ticket to increase customer retention! (5 minutes read, audience: beginners to Customer Experience & Success) Have you ever been to New Zealand? If yes, […]

Customer Experience

The last time you got a WOW … ?

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Summary: We all experience customer service, we share with friends and family when we are delighted, and we tell probably the entire world when we get frustrated. This blog shares some experiences, good and bad of the last few weeks (3 minutes read, audience: anybody involved in Customer Services). Last week I attended a very ‘energy-rich’ […]

Customer Journey

A dragon talking about Client Success?

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Summary: Getting started with a new Customer Success team is tough, there is nothing like a cookie cutter! So how shall you get started? (4 minutes read, audience: beginners in Customer Experience & Success) Do you remember the story about the Arkenstone in the Hobbit trilogy? The Arkenstone was the most beautiful and powerful gem, […]