Zen and the Art of Change
We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better. ~ Jeff Bezos One of the biggest challenges in the world of customer services is understanding what type of service proposition you […]
Read More FOUR TYPES OF CUSTOMER SERVICE STRATEGY PROPOSITION, WHICH ONE ARE YOU?Each generation imagines itself to be more intelligent than the one that went before it, and wiser than the one that comes after it. George Orwell I was asked to take part in a discussion on the impact of the Millennials on the service industry by the Field Service Magazinehttp://fieldservicenews.com/. What on earth are Millennials […]
Read More Customer Service and the rise of Millennials, part 1 of 2 posts“The most basic of all human needs is the need to understand and be understood. The best way to understand people is to listen to them.” — Ralph Nichols Customer service involves interacting with customers, positively engaging with them and having a dialogue. A dialogue involves at least two people and the conversation that happens […]
Read More Take the fluff out of your ears. What on earth is the benefit of Active Listening?“In the innovation age customer experience is key. Your impression defines their expression” ― Fela Durotoye I have been a passionate advocate of Customer Experience Design for many years. As a process; as an approach to changing your customer service; as much as an ethos – the idea of consciously and thoughtfully thinking though how […]
Read More Customer Experience Design is unique to your companies customers, you can’t copy other people’s
Martin Summerhayes 