Paul Simon and Art Garfunkel’s 1970 global smash hit is often considered their signature song. A calming and soothing song for deeply troubled times. By spring 1969 both Bobby Kennedy and Martin Luther King were gone – assassinated. Racial tensions were erupting across the US. The war in Vietnam was still lumbering along like some…
InsipireMCR A Tip In The Right Direction
Of course its hard work, especially if you don’t know which way you are going Both Nicola Collister and myself were invited to a recent InspireMCR event hosted by Lawrence Jones of UKFast. I am quite an avid consumer of things. Never stop learning. Keep being curious. Keep moving. These and other such phrases are…
Smart Contact Solutions – The Future
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 →
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.
Which Comes First – Activity or Change?
So we like principles like Malcolm Gladwell’s The Tipping Point because it resonates with us. The feeling that nothing worth having comes easily, and even the most gifted have to work hard (10 years) to get a top quartile result. It just makes sense….. does it not? Now that leads to a thought which I have been having a ponder on, which is – what sits at the heart of people who excel Vs those that don’t – besides 10 years of effort, and I think it is to do with Volume & Risk.
People Powered Change
Now those who read this blog will know a recurring theme is the need to dress old ideas up as new ones, with the skill being in spotting which one of these ideas ‘time’ – usually based on something that started out in Kotler On Marketing – has come round again. For the winners in 2015, I think the new idea will be leveraging the greatest untapped resource most companies have. Their own Colleagues…
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.