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>What most vendors think equates to success for customers, is not what customers think. Why might this be?  Following this excellent blog post from Dan Roedner, I was inspired to pen a few thoughts about customer success. It was actually quite painful to read in some ways, because we witness it so often, many times too close to home. In my opinion, not only are customer success stories about the customer not the vendor, but although no-one would like to admit it in most cases what the customer achieves is almost completely down to the customer.
>When was the last time you truly sampled your own products and services end-to-end as a customer and partner?  There are a number of things that jumped out at me from the Michael Rouse @rousemb32 interview on the FinTech Insider Podcast (@FinTechInsiders). The now Chief Commercial Officer of Klarna, previously at Amex, shared fascinating insights into digital, culture, business, customer experience and much more. Here are a few insights from that Podcast that struck me:
>The old lines are blurring, the world is shifting and things are maybe not as clear-cut as they may seem.  It's increasingly fashionable to bash Amazon, to lay blame at the door of this company for the woes of the High Street, for the destruction of traditional commerce and many more industries. I've certainly been guilty of it myself. Recently, at least in my sphere calls to split up the commerce giant are becoming deafening. Some are likening the situation to the American Telephone & Telegraph Company before it was broken up as a result of an antitrust suit in the 1980s. Personally, I feel this is all too simplistic and a bit reactionary but I do feel that it's good to learn from history when we can.
>The majority of us are blissfully unaware of the true impact digital technology will have on our livelihoods. |
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