Where did it all go wrong!!

In this industry we’ve gotten complacent. We’ve let the scorecard, the spreadsheet, the process rule and we’ve rejected real life customer experience, growth, advocacy, referral. We’re focussed on net adds, EBIT, and we’ve forgotten the one thing which produces both – CUSTOMER!

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We know what good looks like, right?

My idea of customer service centres around the principle of excellence. Many things must contribute to excellent service, right across the business. Every team, every department and every individual must have customer at the heart of what they do.

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Coffee’s for Closers…Not Quarter-end Desperados

It is a commonly-known fact that Sales Reps under pressure will often go to extraordinary means to reach quotas at the end of calendar cycles. This behaviour is a rinse and repeat process that has become part of the fabric of the universal Sales Reps’ culture.  Whilst this ‘strategy’ often successfully delivers the ‘over the […]

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Keeping your best agents for the Cancellations Team?  Really?

My business partner & I recently met up with a friend we’d not seen in a few months.  As we were catching up, we were telling him about the new management consulting business we’ve started centred around our expertise in delivering customer growth.  Clearly, the customer experience has to be at the centre of the […]

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It’s All About the Customer – right? – Clearly not!

This week’s report by the Ombudsman Service (PDF) paints a pretty poor picture of Customer Service delivery in the UK. In fact, it’s a damning indictment.. It’s time we changed our approach to customer experience, from the board room down.

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Experience surpasses mere knowledge!