Working together.
What do we do with the feedback our customers give us every day?
I work through this question together with you and your team, drawing on almost 20 years of experience in digital customer service, customer experience and building healthy customer communities. We look at what customers need, how to help them quickly and easily, and what their feedback can teach us about products and processes.
Together, we develop goals and strategies, clarify ownership, coach teams and bring departments and partners together – from the first question through implementation and growth. To make knowledge accessible, enable participation and build real relationships. The questions below show where we can start together.
Questions I hear from companies
AI in digital customer service
Our AI agent handles the simple cases. Everything else sends customers round in circles.
We define when the chatbot hands over and who takes it from there, with all the context. Nobody should have to explain their issue twice.
The board expects AI to reduce contact volume. How do we know anyone was actually helped?
One contact fewer isn’t automatically one problem fewer. We measure what matters: resolved issues, repeat contacts and the effort left with the customer.
The AI Act requires people to know when they’re talking to AI. How do we do that without losing their trust?
People should know when they are talking to AI and how to get an incorrect answer corrected. I work with your departments to turn this into clear, transparent and customer-centric guidance.
Our teams are supposed to work with AI. But when are they allowed to overrule it?
Task by task, we decide what runs automatically, what someone checks and where a person decides. In coaching, teams practise exactly those moments.
Knowledge and self-service
Our chatbot is only as good as our help articles. And nobody has updated those in years.
I start with the questions customers actually ask and check which knowledge can be relied on. Then every piece of content gets someone who looks after it.
The same question gets three different answers in chat, in the app and in store.
We find out where the answers drift apart and agree on one shared source that every channel draws from.
Who is actually responsible for making sure our knowledge is right: service, product or IT?
I work with the teams to settle who reviews, who maintains and who corrects. It has to work in practice, not just on the org chart.
More and more customers ask ChatGPT instead of visiting our help site. What do they learn about us there, and can we influence it?
We look at the answers that appear about your business, the sources they draw on and the content we can improve.
Conversations that matter:
Turn your customers’ Pain Points into Love Points
Customer feedback and customer experience
We measure NPS, CSAT and CES. But nobody knows who acts on them.
I connect the numbers with what customers actually tell you and clarify who follows up on which topic. That’s how a metric leads to a decision.
We want customers involved earlier in product development. How do we start a feedback programme?
I work with your team to clarify the question, responsibilities and governance, and support a suitable pilot end to end.
Customers report a problem and never hear about it again.
Customers should learn what happened to their feedback, even if the answer is a reasoned no. We build the route from feedback back to them.
We’re cutting costs in service. How will we know if it’s costing us the customer relationship?
We agree on the early warning signs: repeat contacts, cancellations, and sentiment in the community and on social media. This shows which savings come at a cost.
Community and ecosystems
Since search engines started showing AI answers, fewer people come to our forum. What do we still need a community for?
A community is more than the number of answers it contains. We clarify where people learn from one another, what practical knowledge helps service and product teams, why members return and which community content is especially valuable for AI answers.
People talk about us on Reddit, Discord and TikTok. We’re only in our own forum.
Where do you listen, where do you contribute, and how do you make clear who you speak for? From that come ground rules for your own platforms and everyone else’s.
Our super users have answered most questions for years. Now they want to know why their knowledge is now training an AI.
We talk openly with your super users about how their knowledge is used, why it is useful beyond the community and how their contribution remains visible.
The community belongs to service. Marketing and product barely use it.
We clarify what each department gains from a community, how each can contribute and how they can draw valuable insights and relationships from it.
Three questions for your next team meeting
- Who in our community knows our product better than we do, and does anyone here know that?
- When our chatbot gets stuck, who takes over, and what do customers have to explain all over again?
- Which question do customers ask us every week, even though we could have fixed the cause long ago?