Having worked in Retail for over 20 years, we were delighted to be asked to co chair an event with Rant & Rave at the prestigious retailer Fortnum & Mason. There were a number of themes that were discussed throughout the day along with delightful drinks and fabulous food – only what one would expect at Fortnum & Mason.
Contact Center Challenges Due To Changes in Customer Behaviour
As we transition from the Age of Information, or the internet of things and move into the Age of Engagement, have the challenges we faced on along the way changed? have they stayed the same? Or are they just getting harder?
Having run some of the largest contact centres in the UK, whilst some of the demand/contacts may have reduced as customers are doing it for themselves, such as basic queries or just checking on things, the challenges from the past 10 years are still prevalent with new trends emerging.
What’s The Right Measure?
This was the theme from many of the questions in a discussion around customer experience measures and metrics that I was involved in at the end of 2014.
It’s a good question to debate and discuss, and I’ll outline some of the points below, but it also goes to highlight a potential human weakness. That of the constant search for a ‘silver bullet’ solution to our problems and challenges and I’m certainly not exempt from that temptation either.
If You Want The Truth – Ask The Question 3 Times
We are surprisingly simple – Which makes us really complicated
I was chatting to a colleague Jon Marrs who is in the US exploring opportunities last night, and the thought occurred – It always starts with a question, but do we really understand how complicated it is to ask the right questions?
2+2 = 5 Bad Maths or The Way Forward?
Why Customer Experience Has The Power To Affect Change. I thought this was worth bringing back out as we do tend to live in a volume related world and there is a big temptation to keep churning ‘stuff’ out. But every so often it feels good to go back and kick the coals over and share.
One Constant… Lots Of Variety
So we are a year old. What have we learned? We set up Custerian because we want to help business’s be more successful. Perhaps its an age thing, but you do get to a point in life where you appreciate phrases like ‘Giving Back’ or ‘Paying Forward’ more, so this altruistic outlook, making other’s successful, makes sense.
Get Tw’rking – Maybe more business should get Tw’rking
Now don’t worry I am not suggesting that you down tools and ask your colleagues to start sticking their bums out with a little shake – although that may improve colleague engagement. What I am talking about is ‘Teleworking’! Giving people the freedom to work from home. So will we really see more UK tw’rking! … Continue reading →
What’s Your Proposition?
If You Don’t Have A Proposition, You Can’t Do Big Things What’s your proposition? A simple question, and often one that is met with a blank stare, or a (repeated without much conviction) statement of a few words from the Marketing owned Brand Guidelines – by way of digression, my favourite of all time (and quite …..
Creating Engagement through Empathy engineering? people buy from people
Creating Engagement Through Empathy Engineering? So how do you build truly great levels of customer value? We have all heard the stories about customers with an 85% satisfaction rating being almost as likely to leave you as those with a 60% rating. Well, perhaps that is because being satisfied with a service is simply not … Continue reading →
How Can We All Get A Bit Of Disney Magic
Maybe we all need a lot of Mickey Mouse in our business. Certainly business can gain a lot by sprinkling a bit of Disney Magic! It is the little things that count, and often it’s the simple things as well – it’s the compound effect of too many little breakdowns can cause a massive melt … Continue reading →