I thought I’d do a short blog today on something that has it’s roots in the fundamental drivers of Service Change in the UK, and globally. Namely how critical it is now to build Brand Empathy with Customers through your Colleagues. In my view the only time you don’t need to do this (although even in these rare cases, your colleagues won’t thank you for it, as you’ll just be making life so much less enjoyable for them) is if you exist in a monopoly market.
5 Pressure Points faced by Contact Centre Leaders
Trends impacting Customer Contact Centre Leaders today: So in my blog last week (consumer trends) I highlighted the trends that are impacting customer behaviours today which are: Personalised customer interactions Multi channel everything Fast increasing customer expectations A shift from one size fits all The rise of influencers With this as the backdrop and ever … Continue reading →
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.