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 –…
The Number One Cause of Business Failure
Team failures are usually the result of leadership failures! Bad leadership destroys engagement, raises stress levels, reduces morale and ultimately it leads to failures that can kill businesses. Today I was reminded of just how…
A question of ownership
It’s not the structure that’s important – it’s ownership Picture the scene: 1994, a late summer evening in a scruffy office block on the outskirts of Vienna. It is the…
No time for poetry? You’re missing a trick
Breaks – for poems – can raise your productivity World Poetry Day? The very thought fills you with foreboding, probably as a result of being forced to learn or critique…
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…
Don’t waste your time going on a “CX Safari”
Spend time with your own experts - on the front line Of all the greatest myths in management, the idea that you can improve by going on an inspirational tour…
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…
source: https://www.flickr.com/photos/greencolander/
How to improve Customer Advocacy in healthcare
Patients will never stop being customers – even when they put on a hospital gown Business processes have been used for a long time to model work as sets of…
International Women’s Day – let’s move this from an event to a culture!
With the growth of the #MeToo and the #TimesUp movements, I think these are timely reminders of just how far we still have to go in creating businesses and environments where not only…
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…
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