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Strategy
The Rule Book Has Changed: Shifting to Customer-Led Growth
We’ve talked about customer-obsession for a while now — about the need to prioritize the customer and deliver excellent experiences.
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Strategy
3 Simple Words to Follow as a Customer Success Leader
When a crisis hits, it is important to rely on tried and tested methodologies to cope with the situation. Here's 3 steps to navigate a crisis.
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Strategy
Customer Loyalty is an Opportunity During Crisis
Customer experience pros, customer marketers, customer success managers, customer engagement and advocacy practitioners are all prepared to connect with customers no matter what.
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Strategy
Customer Trust is a Gift
Take the opportunity as customer-facing professionals and build authentic connections!
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Strategy
Farewell, Compass. Hello, Captivate.
After many years of daydreaming about setting my entrepreneurial self free, back in early 2018 I stepped off the edge of the corporate world without a parachute.
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Strategy
Loyalty Structure. Advocacy Practice.
Oftentimes, the best ideas bubble to the surface at the most unexpected times.
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Strategy
Why I Left My VP Role in the Middle of a Global Pandemic, 34 Weeks Pregnant
Redefining the definition of success to fit your own narrative and values and discovering that with bold risk there can also be great rewards, great innovation and a hell of a lot of fun.
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Strategy
Customer Engagement Pathways: Loyalty Structure Supporting Advocacy Practice
Oftentimes, the best ideas bubble to the surface at the most unexpected times. In preparation for delivering a workshop in London in April last year, I undertook a routine, deep analysis of the client's advocacy program.
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Strategy
How to Create "Moments that Matter" with Your Customers
I walked into an all-day meeting back in February and on one of the tables I saw a piece of notebook paper with my name and a heart written on it. To the side of the paper was a Starbuck tea (I abhor coffee) and bottle of water.
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