OK, this post has an interesting origin. I was doing a webinar (Go Digital! Engagement Strategies for Contact Centres) with Emma Samuel …Read More
Consumer behaviour describes the mindset, decisions and actions taken by customers particularly in their relationships with brands
Todays generation of customers are radically changed. They are empowered through search technology and social networks. They are time poor and expectant that brands make it easy to do business with and get things right. In the event of failure, apologies are made and things are fixed fast without further customer effort. This is a generation that is not afraid to voice their opinion and are fast learning how to leverage any pesonal influence towards their own agendas
Multi-Channel Experiences: Why Contact Centres Are Failing
There is currently much focus on multi-channel experience. Technologists frame the challenge as a move from multi-channel to cross channel. …Read More
Social Customer Service: Customers As Team Coach
It goes without saying that your attitude towards a social media crisis should be one of anticipation than denial. You know it's just a …Read More
Using Interaction Analytics To Understand Omni Channel Customer Behaviour
In this post, I want to explain how Interaction Analytics can play an important role in understanding and responding to omni-channel …Read More
Social Business: The “One Agenda” Milestone
Social Business is a big idea. It is one of the things that tell us we've really left the 20th century behind. It is also proving …Read More
Thinking About Multi-Channel Strategy
This post is for anyone in customer leadership who needs to think clearly about their multi channel strategy. Offering a multi channel …Read More
Why Transparency Transforms Or Destroys
In another time and another place I used to spend many an evening sharing personal insights in the company of others. (You can DM me if …Read More
Is A Customer Service ROI Provable?
Is there a plausible ROI To Customer Service? This is a question that has bubbled away for ages and every so often someone has …Read More
Painting A Customer Service Strategy: session 4
This fourth session in the series on Customer Service Strategy looks at real world deliverables. By this I mean what you actually deliver …Read More
Painting A Customer Service Strategy: session 3
Thus far we have considered strategy from the customer point of view. Now it is time to incorporate the needs of two other important …Read More