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…
Category: Knowledge & Education
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…
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…
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…
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…
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…
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…
True agility trumps customer experience – here’s why
When a great customer experience isn’t the only answer A few weeks ago, I wrote a glowing account of my post-Christmas experience with bed supplier…
It’s no joke: discourtesy hurts your business
Picture the scene. An 85-year-old woman walks into a pub on the outskirts of Chippenham, Wiltshire to check on a lunch booking she’d made to…
Focusing on efficiency is a waste of effort, if you don’t take care of this first
Maximum results are achieved when you are both effective and efficient! When clients engage me, it’s usually to help them drive operational efficiency improvements. More often…