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Release the brilliance of your colleagues
Good customer experience is a result of great people doing great things. Luckily, your colleagues are great. Think about the people you meet in the workplace. In almost every case, from the janitor to...
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The customer revolution begins…at start-up
Lean Start-Up methods offer an overwhelming case for working with customers as early in the product cycle as possible. This lesson applies to all of us, not just start-ups. Eric Ries, the author of...
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Contact centres – the end of 28 days later
Contact centres aren’t perfect, but they are better than what went before. They are here to stay, even while we continuously improve their performance. Contact centre transformation is easier when we...
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How to do customer experience: 3 ways to beat the grumps
Beware of the Grumps When we want to change anything in an organisation, we will meet the Grumps. Grumps are colleagues who appear to support the project (and who may actually believe that they are...
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There’s an elephant in the meeting room, and it has many names.
For every complex problem, there is a simple solution - - and it’s wrong. (H.L. Mencken) Elephants with many names Let’s stipulate that most businesses aren’t charities. They exist to make money....
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Is transformation doomed?
#456240163 / gettyimages.com The very nice folk at HP Business Value Exchange asked to me write a piece on transformation. What emerged wasn’t really what they (or I) expected – but, very sportingly,...
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How to transform the customer experience without a transformation programme
Make it better In my last post, I described ten ways we can make the customer experience better. Here they are again, framed from the customer’s point of view. You’re quick. You are easy to deal with....
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