My name is Lawrence Ang, and I work with the customer success team at The Financial Times. In this article, I’ll be focusing on customer communications and engagement. Obviously, I’m basing this very heavily on my own experiences, but there are certainly variations for different people.

But there are some pretty fundamental rules of thumb that work the vast majority of the time.

The two crucial elements are communication and engagement. Just for fun, I’ve decided to substitute these elements with movie quotes, so here are the main talking points for this article.

  • Customer success at The Financial Times
  • You had me at 'hello': communication
  • You had my curiosity, but now you have my attention
  • Tips and tricks

But before we dig into the main subject of this article, let me give you a bit more background on myself and my work at The Financial Times.