White paper: Changing Channels
Tune into your Customers before they turn you off!
Today’s 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.
I introduce and explore the 3 key strategies for successful multi-channel customer engagement and look at the companies that have made this a success.
White paper: Customer Experience isn't Working - Yet
Four Principles for delighting your customers
Customer experience continues to be top of mind for many senior executives, is usually on their boardroom agendas 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. I look at what these principles are and how successful businesses use them to drive their customer experience.
Article: New Balls Please - The banks need to serve better
July 5, 2012
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.
Article: Calm Down Dear - It's just another channel
June 16, 2012
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?”