Each time the P&Q Challenge completes, I summarise what's been learnt before the next round kicks off. This time I want to focus on one …Read More
Thought Leadership
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
Customer Experience Is Hard Enough Without Self Deception
Call me slow off the mark but I've never jumped into the customer experience pond. For some reason I've not been tempted to dive bomb it and …Read More
Voice Of This Customer
I am not a score I am not a segment I am not a blip on that chart on your wall. I am who I am. Can you hear that through the …Read More
Providing Live Service For Smart Products
The world of customer service is ever changing. The capability to deliver omni-channel, personalised customer engagement is now common. It …Read More
2015: Tapping Into Big Changes Taking Place In Social Customer Service
Now we are entering 2015, I thought it would be interesting to review how social customer service has evolved during the last twelve months. …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
Social Customer Service: Talk Is Cheap, Action’s Much Tougher!
The growth in social customer service appears to have stalled. Now the early adopters are out and about, the expected next tranches are …Read More
Why America Needs to Get Serious about Social Customer Care
In the process of getting the word out that I'm bringing my Master Class to the U.S., I've been mugging up (more than usual) on the state of …Read More
Social Customer Service: Becoming Fanatical About Service Failures
Like 'chalk and cheese' and 'hand in glove', social customer service and continuous improvement go together. In fact it is downright …Read More
