Fresh Networks Blog is well worth a look. There’s some great stuff on customers, engagement and advocacy. Bookmarks:
WPA, The health benefits business has introduced a fantastic system to make their customer contact centre ‘easier to buy from’. They publish online, ‘realtime’ statistics that highlight the peaks and troughs of call levels. This allows customers to identify the times when call volumes are lower, and then call at an appropriate time. I’m sure that [...]
A client lost out on some work recently, and wanted some help on finding out why. Here are the questions I suggested he should consider asking them: - What originally attracted you to us? / what made you consider us? - Who else did you consider? - What particularly impressed you about us? - What disappointed you? - What criteria [...]
Seth Godin has done it again with his latest book. Meatball Sundae explains how so many businesses are still using ‘traditional’ marketing methods to deal with the ‘new’ world…. and are failing. He calls it a Meatball Sundae – 2 things that just don’t go together. In the book, Seth identifies 14 ‘trends’ that we all [...]
Speaking at the Service Excellence Conference last week introduced me to the ‘delights’ of James Timpson of Timpsons. His refreshing approach was a revelation to all, especially when dealing with those ‘problem performers’ in your business. Some key points: Don’t tolerate ‘Drongos’ – those negative Bookmarks: