This is the third and final post on multichannel customer service. It is part of a programme I'm running with Capita in their role as …Read More
Designed with the customer in mind
Too many customer service workflows fail by that definition since imagination and customer insight was not sought as the best way to start.
Why You Should Collect Your Customers’ Digital Profiles
OK, this post has an interesting origin. I was doing a webinar (Go Digital! Engagement Strategies for Contact Centres) with Emma Samuel …Read More
How To Move On From Silo Delivered Customer Experiences
I'm reading a great book on service design. It's something I'm delighted to have stumbled across. Serendipity is a wonderful thing. The …Read More
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
Claridge’s: A Great Place To Discuss Personalised Customer Service
Having enjoyed a previous customer event chez Gordon Ramsey, I knew to expect a belt busting dinner. I was not disappointed! The homemade …Read More
Customers, Clouds & Claridge’s
Sipping fine coffee the morning after dinner at Claridge’s is happiness itself. Especially on a warm spring morning when London’s …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
Marketing & Customer Service: Marriage Partners Or Holiday Romance?
Social Marketers are confused. Their vision of the world is an integrated one in which Customer Engagement speaks louder than siloed …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