Around a month ago, I set the Workshare customer support team a challenge – deliver service that makes you proud of every single customer interaction. It might seem a little fluffy or intangible, but they are passionate, committed, inquisitive and focused. As with any technical support team, there are times when investigating and fixing an issue… Continue reading Can you really increase First Contact Resolution by 30% in 3 weeks?
This week, I was asked by a researcher to share my views on whether it was possible to manage complex regulatory requirements but still deliver a positive & human customer experience. True enough, when you look around industries that are laden with regulation, such as banking, insurance, government organisations and healthcare, there are very few… Continue reading Balancing rules and regulations with a human customer experience
As a Chief Customer Officer, I’m fortunate enough to meet many great managers and leaders, and it occurred to me that many of them have shared some amazing insight on managing and leading. As we head into the summer holiday season, I thought it might be a good thing to share some of that insight… Continue reading Sound advice from exceptional leaders
So far, we have covered retaining customers, building proactive relationships and finding ways to better listen to your customer needs. This time, we’re focusing on the mapping of your customer journey. To be clear, the customer journey is a map of what happens to your customer from when they become aware of your product, through… Continue reading Six Golden Rules to map a customer journey that works
This post is about how smaller businesses should respond to survey data, and why we are so much better than larger enterprises. Hurrah for the little guys! I’m using current and real time information in my role as Chief Customer Officer to highlight best practice. Like many smaller businesses, we’re a big fan of Surveymonkey, with… Continue reading Responding to customer survey feedback – why small businesses do it better