White Papers:

Changing Channels – Tune into your Customers before they turn you off

Today’Changing Channelss customers are impatient, fickle, have much higher expectations and are increasingly vocal about being forgotten in long phone queues, let down by poor web sites, and misunderstood by uninterested or seemingly powerless customer service agents.

As a result of this fast changing customer landscape, some companies are trying to integrate their systems, improve their processes and educate their people to adopt a customer-centric approach to address this. However, many haven’t yet reached the stage where they have properly managed to harness these important but different elements, in a way that allows for a truly joined up or “holistic” view of the customer. We explore the 3 key strategies for successful multi-channel customer engagement and look at the companies that have made this a success.

Customer Experience isn’t Working – Yet

Four Principles for delighting your customers

4 Principles - 1

Customer experience is a great idea and can pay huge dividends,
but for many companies it isn’t working – Yet. One of the main reasons
is that businesses need some fundamental principles in place before
they start the journey. We look at what these principles are and how
successful businesses use them to drive their customer experience





July 5, 2012

New Balls Please – The banks need to serve better

With all the noise about the latest banking scandal, it’s clear that
new blood, new culture and new ideas need to be explored.
But where do these new leaders and ideas come from?
We explore one possible solution

June 16, 2012

Calm Down Dear – It’s just another channel

There’s no question that Social Media is playing an increasingly
important role in a growing multi-channel world. But where
does it fit in the overall company strategy? And should we look at
it as “Just another Channel?”