Thought Leadership

Ever Thought About ‘Selling’ Customer Service?

January 23, 2012 by Martin Hill-Wilson

Here's what the Customer Service industry is missing: a service catalogue. A what? It's like a product catalogue, only for customer …Read More

January 23, 2012 by Martin Hill-Wilson

This post is for anyone in customer leadership who needs to think clearly about their multi channel strategy. Offering a multi channel …Read More

October 19, 2011 by Martin Hill-Wilson

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

Team leaders are a group in transition. The Customer Service Operations they work in are now entering a third phase of existence. Just …Read More

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

'Mobile customer engagement' has been a long time a comin’. So you could be forgiven for deciding to put it on the back burner for …Read More

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 …Read More

February 18, 2011 by Martin Hill-Wilson

This session explores continuity and capability. The first is about staying on track with your customer service strategy even when those …Read More