Upselling and cross selling are something like the holy grail of customer success. 

Why? 

Because existing customers are the easiest, most valuable customer to sell to.

It happens in every industry. Once in a while an extraordinarily disruptive technology comes along, and things are never the same again. 

In the constantly innovating telecommunications industry, the great disruptor is the cloud based PBX solution.

Successful brand development resembles the journey to deeper self knowledge.

Omni channel customer experience. It's an over-repeated cliche to some, a point of confusion to others.

But understand it or not, omni channel is the new normal when it comes to customer-centric experience.

The reason is clear: today’s customers interact with  your brand across more channels and more devices than ever. And they expect a seamless, relevant experience every time.

You need proper tools to work successfully from home. If things mentioned below are in place, it doesn’t matter whether your colleagues or customers are far away or nearby.

In terms of its importance as a driver of growth, customer service is often given lower priority than other functions. However, no other business unit is capable of achieving as clear a picture of what customers are thinking.

When your business is growing, the number of staff is increasing and operations and core business models figured out, it is time to focus on spirit, cohesion and values among people. Feeling is important in a growth company.

We had just perfect values before, very professional and valid with every perspective. But no one actually knew them, and somehow, they did not feel right anymore. I don’t know how they were chosen at the time, probably family-based entrepreneurs and a handful of staff wrote them down just because all other companies had theirs on their web sites. There is nothing wrong with that, I am sure those values reflected business needs and those people and their actions at the time. New hires were mainly picked out from the owner’s network and naturally qualified with mutual values too. So, there is no problem at all.

When customer has an urgent matter that needs to be resolved fast – the chosen service channel needs to be trustworthy, human and easy to approach. It’s not a chatbot or email, there’s no time to start typing or reading manuals. In most cases customer makes a call when distress is on.

For the last 220 days I have gone through the biggest change in my career so far. For the first time after my studies I am working in a rapidly growing SME. For more than once, I have had to answer questions from people who doubted whether it was worth leaving a big corporation with its good benefits and move on to a company with less than a hundred employees. I haven’t had regrets for one moment. At the same time, I hope that also others would grab a similar opportunity if they have the chance to be part of a well-managed growth company. I think there are three reasons for this:

Good morning from the beautiful Westfjords of Iceland – despite the fact that we actually didn’t have night here at all because the sun doesn’t set this time of the year. Anyway, the last remote office day starting here before the holiday.