Voice of Customer and Big Data will never be your key differentiator!
You may get insight but don’t expect to innovate How are you getting insight on your customers that is deeper than your competitors? How well is it working? Are these…
What makes customer-driven companies so hard to build?
Lazy thinking would suggest leadership but the reasons are more subtle It makes depressing reading. Virtually every survey I read hammers the same fact: customer experience has never been so…
Source: Jeff Green/Rethink Robotics - Rethink Robotics, CC BY 4.0, https://commons.wikimedia.org/w/index.php?curid=65794970
The urban myth that reflects a scary reality
“65% of future jobs have not been invented” is a myth but the underlying drivers are massively important Many of us have heard the statistic “65% of school children will…
Why is “customer-centric sales” a misnomer for most organisations?
The vast majority of salespeople are simply not customer-centric enough and it’s costing millions! “The problem is that it’s rare to find a sales head who will admit that, and…
Good customer service costs you money
A “good” service is simply not good enough to effectively compete! Good service is almost certainly leaving revenue, market share and new customer opportunity on the table, untapped, and your…
Is it time to retire Customer Success Management?
It’s nothing to do with the customer One of the craziest, most limiting roles to have emerged in recent years is Customer Success Management. It’s a relatively new position –…
Keeping it simple to transform customer experience
A simple app gets satisfied customers to make the effort to identify outstanding service agents We are always on the lookout for companies who have progressive and genuinely innovative ideas…
Little things mean a lot when it comes to great service
You won’t find this outstanding service approach in any handbook Mr M Ward is a customer service guru - but not in the traditional sense of the word. You will…
Communication Analytics Information Innovation
Speeding up innovation in the call centre
Suppliers can help speed up innovation in the call centre by changing their “sales battleground” When a customer wants to communicate or receive service from a brand, the expectation of…
Are Women Better at Customer Experience than Men?
It's time for a bit of positive discrimination I was talking to Gordon Tredgold (our Leadership expert) about the implications of International Women’s Day and two things struck us. Firstly,…