Suppliers can help speed up innovation in the call centre by changing their “sales battleground” When a customer wants to communicate or receive service from a brand, the expectation of…
It's time for a bit of positive discrimination I was talking to Gordon Tredgold (our Leadership expert) about the implications of International Women’s Day and two things struck us. Firstly,…
When a great customer experience isn’t the only answer A few weeks ago, I wrote a glowing account of my post-Christmas experience with bed supplier Warren Evans and, more recently,…
For a really effective way to manage complaints profitably, you have to be prepared to learn I don’t often look to fictional characters for management advice, but if you’ve had…
The problem statement is the WRONG starting place for so many projects. We do it in our everyday business life as naturally as breathing - in fact it is deeply…
Most organisations have a strategy, and many devote some of the best and smartest brains in the organisation to developing and implementing it. Almost all of this falls short in…
Picture the scene. An 85-year-old woman walks into a pub on the outskirts of Chippenham, Wiltshire to check on a lunch booking she’d made to celebrate her husband’s 92nd birthday.…
Maximum results are achieved when you are both effective and efficient! When clients engage me, it's usually to help them drive operational efficiency improvements. More often than not they have been…
Maybe it's the wheel and not the hamster that needs changing! Recently I was working with a client on helping them achieve some performance improvements. As we reviewed how one department…
Complaint handling departments mostly miss the opportunity to turn a dissatisfied customer into a raving fan. I recently talked about how critical it is to detect and, if possible, avert…