Blog Squad

Clodagh O' Reilly, Chair

Managers Matter in Managing Engagement!

According to Gallup data, “Managers have the greatest impact on engagement,” and “account for at least 70% of the variance in employee engagement scores across business units.” IBM research similarly indicates that manager effectiveness impacts employee engagement;  not as the greatest factor, but it is consistently in the top ten. This suggests all those seeking […]

5 steps to a great customer service strategy

Customer service used to be something of an oxymoron. Customers would usually only ever get in touch after a purchase and only then if they had a problem. Fire fighting might be a better way to describe a contact centre where every customer interaction has the potential to be more of an argument than conversation. […]

David Jackson

Organising for customer focus

PART 2 Where do I place my vote?  I genuinely don’t think it matters. The debate about who is responsible for the customer and who reports to whom confuses organisation structure and organisation design.  The view that structure can fix problems is not new.  “We trained hard, but it seemed that every time we were […]

Clodagh O' Reilly, Chair

Engaging Tomorrow’s Workforce

When planning for the future, many organisations are focused on how emerging technologies can increase their productivity and innovation. But where is their workforce focused? Seeking Meaning Work was, in the past, often a necessity based on individuals’ need to survive and provide for their own basic needs. Now, in most advanced economies, the workforce […]

Organising for customer focus

PART 1 As customers we rightly rant when we hear the dreaded phrases like “Sorry but that’s not my job”,  “You need to speak to another department” or “Can you just give me your details again.”   It seems that no one has thought too much about what it is like to be a customer.  In […]

Mark Hilary

Your CEO should be managing the Customer Experience

I saw the results of a study by the Economist Intelligence Unit reported this week and it made some interesting reading for CEOs concerned about improving the customer experience of their organisation. The data is focused on the Australasian market, but with a sample of over 500 senior executives in several industry verticals, including banking, […]

Serving Millennials – Adapt or Die

For years marketing firms and consumer experts have talked about the oncoming rise of the millennials, the generation Y, the digital natives. This the generation that grew up with mobile phones and the Internet and is expected to behave completely differently to the customers from previous generations. Except, the millennials are already with us. This […]

Do your surveys create dissatisfaction?

Customer surveys are a staple of the customer experience process and the most commonly-used way of measuring the customer experience. You would expect therefore that the application of the technique would by now be pretty slick. Unfortunately, that all too often is not the case. Rather than measure satisfaction, the majority of surveys turn what […]

Is It Time For The Chief Customer Officer?

An interesting research report released this month in the USA shows that in the American labour force, millennials are now in the majority. More specifically this means that most American employees are now in the 18-34 age range. I think it is interesting to finally see this happen. It is one of those statistics that […]