When statistics hide the truth about customer complaints
Ofgem’s complaints report shows the problem – and the opportunities The trouble with being a customer experience-obsessive is that as soon as you hear an item on the news about…
AI: are you being duped by Google’s Duplex?
Getting a realistic view on the rise of the machines means being aware of the hype cycle Film buffs will know that this year marks the 50th anniversary of Stanley…
By Kamyar Adl via Wikimedia Commons
Want to get results? Stop being results-driven!
Remove the obvious and focus on the meaningful Look through any selection of LinkedIn profiles and you’ll find the usual array of chest-beating descriptions of people’s skills and attributes. I’m…
Ten tell-tale signs that show you’re not that customer-centric
It’s not what you say, it’s what you do (or don’t) Are you customer-focused, customer-driven or customer-centric? If you’re any of those things that’s probably why you’re reading this, but…
Does your organisation “do boring?”
The exciting mission and purpose need to be balanced against the dull stuff – and good planning is essential Are you excited by your working life? Does every problem seem…
The boring stuff… and why it’s really important
In this short – and hopefully not boring – video I offer a cure for what could be termed “Founders Syndrome” – a focus on the core mission and purpose…
Is management consultancy a waste of money?
Not if you link it to performance outcomes There’s an old management cliché that goes something like “50% of my marketing spend is wasted but the problem is I don’t…
The new WHILL wheelchair enhances the experience for airport passengers. Photo courtesy of OmniServ
OmniServ: customer care in action
Treat customers as humans and operational challenges will reduce When BBC correspondent Frank Gardner recently publicised his 100-minute wait for his wheelchair to arrive from the hold to the gate…
What to do if your customer’s a jerk
Zero tolerance is the only option I’ve focused recently on the toxic effect that people who behave badly at work have on overall morale and performance. The behaviour of these…
Dealing with dead cats
The “dead cat” strategy – dropping an outrageous or provocative topic into the conversation to divert attention away from a difficult subject you don’t want to talk about -was much…