A ‘Fresh’ Blog Worth Looking At

Fresh Networks Blog is well worth a look. There’s some great stuff on customers, engagement and advocacy.

Not Training People Proves Terminal

Reports in the Sunday Times that only 50 senior BA staff out of a total of 800 workers had taken part in

A Night In Nottingham

Andy has been asked to present

ISMM, Nottingham

Andy is speaking

Making Your Contact Centre ‘Contactable’

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 all call centres have these indicators to help maximise resources, but few use them to actually help customers. As well as making themselves ‘easier to do business’ with, it also ‘demonstrates’ that they’re doing it. See for yourself.

Questions, Questions

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 did you use to make your decision?

- What was the deciding factor(s)?

- What could we have / should we have done to win the business?

- Would you consider using us for future work?

- Is

Seth’s Meatball Sundae

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 need to take notice of and importantly adapt to, even ‘embrace’, in order to compete and

Your Brand Is More Than Your Brochure

Just walked out of a presentation of a very ‘upmarket’ business.

Tip Top Timpsons!

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:
  

  Posted in Competitiveness, Culture, Leadership by: Andy on March 11, 2008 | No Comments | |

  Studying The Competition

  Thanks to all those who attended my lecture this morning at The University Of Sheffield – it was great to see so many there first thing on a monday morning!. You’ll see the slides have been uploaded here. Looking forward to seeing

  Bookmarks:
  

  Posted in Andy by: Andy on March 10, 2008 | No Comments | |

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