Customer Experience found dead… Long live Customer Integration.
Involved as you no doubt are with customers, when the second millennium dawned I suspect we all harboured a hope that it might herald a brave new dawn for business too. A dawn where people (in the...
View ArticleCustomer Service – 5 Steps to Greatness
Much is published criticising management of organisations regarding Customer Service strategy. Today however, instead of heaping yet more criticism, I have decided to offer usable honest advice that is...
View ArticleAre Customer Services superfluous?
Today I’m going to propose that we do something radical… The harsh reality of the 21st century is that companies cannot afford to employ people who add little to the bottom line. I’m afraid that, when...
View ArticleWhen is a script not a script? When it’s an objective!
Yet another huge survey on Customer thoughts on how they are treated by business. Careful cherry picking and spinning via the press release even gives an impression of minor improvement … but the...
View ArticleIs Customer Experience Integration PAPP?
According to the people we are here to serve, the world of Customer Service continues to fail spectacularly even to meet the most basic of needs consistently and reliably. The ether is awash with...
View ArticleCan empathy be taught?
As an active LinkedIn member, I belong to many Customer Service or Customer Experience related groups. Many of the questions people continually ask, relate to empathy – the ability to genuinely...
View ArticleFinally – the customer is KEY…
With the introduction of the first Customer Service Department in the 1960s came a realisation by the world of commerce that the concept was an opportunity to create the ultimate Utopian vision – the...
View ArticleIVR systems – Is this the worst?
Today I had reason to call UKAS the United Kingdom Accreditation Service. I wanted to find out about something and as they are the body that accredits other bodies I thought I’d start at the top....
View ArticleWho depends on whom?
I read a headline today that was both wonderfully erudite and insightful in the truest sense of the word insightful. It was: “Only when you finally realise your customers do not depend on you, but that...
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