Select 1 for Confusion. Press 4 for Frustration. Post author By Ian Gotts Post date 13 December 2015 Categories In Business Analysis [READ TIME: 5 mins] Self service fail Self service “kiosks“ are now appearing in airports, supermarkets and banks, and we’ve had automated call answering services for decades. Good ideas in principle, but too many companies get it seriously wrong. As a customer, I’ve never been clear about why companies choose to provide self-service. And based on my […]
Your customers hate it, your staff hate it Post author By Ian Gotts Post date 8 December 2015 Categories In Business Analysis, Process Mapping [READ TIME: 5 mins] Non value demand You make your customers do something that has no real value for them. Your call center staff have to deal with unhappy customers and they also know that their time is being wasted and that makes them more hacked off which then filters through to the customers. Here […]
Just take my money – PUHLEEZE! Post author By Ian Gotts Post date 25 November 2015 Categories In Business Analysis READ TIME : 2 mins, watch time 2 mins How difficult can it be? How can companies get online payment systems so wrong when taking payment is not exactly rocket science…. But many websites make it difficult for the customer to do just 3 simple steps: Find item, add item to their cart, and pay. There are […]
Silicon-based life forms & customer service Post author By Ian Gotts Post date 22 November 2015 Categories In Business Analysis, Process Mapping Recently my iMod – an iPod with internal electronics replaced with Hi-Fi components – stopped working. (Yes I am a Hi-Fi nerd but the sound quality is fantastic). As it was expensive and had been modified in the US I wasn’t too comfortable giving it to just anybody to fix. So I asked around and […]
Improv is a serious business skill Post author By Ian Gotts Post date 23 September 2015 Categories In Career [READ TIME: 2 mins & book] Sadly, improv is not seen by most business people as anything more than an art form, a interesting past time, or a great night out. They miss the fundamental relevance to the world of work. Every day we are thrust into situations where a knowledge of the simple principles […]
Customer Service is either black or white Post author By Ian Gotts Post date 22 August 2015 Categories In Business Analysis Are your customers and staff fighting poorly thought through processes and systems? It is time to define successful outcomes from the customer’s perspective and the good news is that their expectations are incredibly low. Social media is consumer power Many experiences we have with companies is utterly appalling. It leaves us feeling empty, frustrated and bitter. […]
Software’s eating the world. Are you next? Post author By Ian Gotts Post date 21 August 2015 Categories In Business Analysis Industries are being reshaped at a frightening pace making it difficult for the established players to respond. The power is with the new entrants. They get to develop new business models without the baggage – people, premises and processes – collected over the years. They are able to innovate and then iterate rapidly. It is […]
Dreamforce is one massive singles party Post author By Ian Gotts Post date 12 August 2015 Categories In Career [READ TIME: 3 mins] It’s like singles dating Dreamforce, like most conferences now is geared up to be presentations and a series of “business networking” events. With talk of mixing business with pleasure made me consider the real similarities between networking events and singles dating clubs. Location: Networking events are often held in a bar. Guess what? […]
Surviving @Dreamforce for the last 10 years Post author By Ian Gotts Post date 10 August 2015 Categories In Career I consider myself a Dreamforce veteran – a repeat offender. I was founder and CEO of Nimbus who were a Salesforce customer in 2000 when Salesforce had just 2 people in their London office and there were Leads, Accounts and Contact objects. We were one of the 3 featured customers at the London event where there were […]
