Blog Squad

David Jackson

Organising for customer focus

PART 2 Where do I place my vote?  I genuinely don’t think it matters. The debate about who is responsible for the customer and who reports to whom confuses organisation structure and organisation design.  The view that structure can fix problems is not new.  “We trained hard, but it seemed that every time we were […]

Dave Jackson 440x440

Organising for customer focus

Part 1 As customers we rightly rant when we hear the dreaded phrases like “Sorry but that’s not my job”,  “You need to speak to another department” or “Can you just give me your details again.”   It seems that no one has thought too much about what it is like to be a customer.  In […]

MarkHilary

Serving Millennials – Adapt or Die

For years marketing firms and consumer experts have talked about the oncoming rise of the millennials, the generation Y, the digital natives. This the generation that grew up with mobile phones and the Internet and is expected to behave completely differently to the customers from previous generations. Except, the millennials are already with us. This […]

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Do your surveys create dissatisfaction?

Customer surveys are a staple of the customer experience process and the most commonly-used way of measuring the customer experience. You would expect therefore that the application of the technique would by now be pretty slick. Unfortunately, that all too often is not the case. Rather than measure satisfaction, the majority of surveys turn what […]

Mike Havard 432x323

Ex Machina and it’s relevance to customer and employee engagement

In my last post I somewhat labored some film analogies that I drew from the various presentations at the Employee Engagement Summit which I had the privilege of chairing. But I want to extend this by just one film that I think has relevance to how we might think about customer, and indeed employee, engagement […]

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Surprising Skills for Leadership in the Digital Age

What is going on with work at the moment? We can work wherever we want and yet commute times are going up year on year as we play sardines on trains and sit in jams on motorways.  We often spend longer and longer working (because we can) but get less done in the process. We […]

MarkHilary

The customer experience must match the expectation of your customer

Any customer service manager has known for years that the quality of customer feedback often depends on what the customer expected when they got in touch. For example, if your shiny new PC crashes after a few days and minutes after calling the helpline you have it back up and running then factors such as […]

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ODE TO ENGAGEMENT

Ode to engagement It used to be simple, Then it got complicated. Now it’s personal but Tomorrow that’s just not good enough! These four lines sum up the past, present and future challenges facing companies seeking to engage with current and potential customers. Let me explain. It used to be simple: remember when customers had […]

Peter Ryan 580x380

Customer experience at a cross-roads

One project that I really enjoy running annually is Ovum’s CRM Outsourcing Business Trends Survey, which sounds out 200 enterprise contact center managers in Western Europe, North America and Australia.  And, once the fieldwork starts, I relish getting back the data in order to see what has changed over the course of the previous twelve […]