employee engagement

Team Leaders As Performance Coaches

April 29, 2012
Team Leaders As Performance Coaches

In my last post on the topic of the changing role of team leaders in Customer Service, I promised more about the skills, daily routines and mindset now required. This is the result of ever increasing pressure to deliver step changes in customer experience.  How that’s done is of course a broad topic and one [...]

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Social Media & Financial Service Brands

February 3, 2012
financial services and social media

Social Media and Financial Services are getting to know each other pretty well. There are some obvious opportunities to be grabbed. For decades B2C verticals such as banking and insurance brands have littered doormats and TV screens with broadcast style messaging. Yet even the most inventive direct marketing only provided one way response mechanisms as [...]

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Why Transparency Transforms Or Destroys

October 19, 2011
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 you really want to know why). When one person was done, someone else would pick up the communication baton. It was sometimes cathartic. Often dull. Occasionally so funny it [...]

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Team Leaders & Their Changing Role In Customer Service – session 1

June 21, 2011
Team Leaders Changing Role

Team leaders are a group in transition. The Customer Service Operations they work in are now entering a third phase of existence. Just for the sake of this made up timeline, imagine ‘Phase One’ as the time when call centres were brand spanking new. They were the Social Media of their day 30+ years ago, [...]

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The Human Chemistry Of Customer Service

March 25, 2011
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I’ve just come back from Rioja. A place obviously associated with wine. It was only on my return though that I discovered how much I’d developed a taste for its intoxicating chemistry of taste and aroma. It took quite a few days and a mini bout of cold turkey to recover! The excuse for all [...]

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Painting A Customer Service Strategy: session 3

October 25, 2010
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Thus far we have considered strategy from the customer point of view. Now it is time to incorporate the needs of two other important stakeholders: brand owners and the professional communicators who interact on behalf of the brand. We will deal with the latter’s needs first. Making A Career Out Of Customer Engagement One group [...]

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