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Telco Customer Service – Oxymoron
With all the great case studies and conferences on Customer Experience you would think that most of the major consumer…
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“The Process” movie: could be a blockbuster
Stage plays entertained kings and queens throughout the ages – and anyone else wealthy enough. Think…
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10 reasons why COO hates Xmas
The COO or Operations Director is the one who keeps the wheels turning, no matter…
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Change annual staff reviews to monthly for $500
I am a non-exec director of a rapidly growing startup called Zuant – iPad lead capture.…
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Your customers hate it, your staff hate it
Non value demand You make your customers do something that has no real value for them.…
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Just take my money – PUHLEEZE!
READ TIME : 2 mins, watch time 2 mins How difficult can it be? How can companies get online payment systems so…
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Silicon-based life forms & customer service
Recently my iMod – an iPod with internal electronics replaced with Hi-Fi components – stopped working.…
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Customer Service is either black or white
Are your customers and staff fighting poorly thought through processes and systems? It is time to…
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Best complaints letter…..ever
This is a complaints letter to Ryan Air, a low cost, no-frills carrier in Ireland. It…
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Loyalty101 – a master class from Ferrari
For years I have collected miles with a few different airlines but managed to fly only…
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Cheaters website hacked. 37m worried.
Every company at some point is likely to be hacked, have an employee make a…
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CRM = Customer Rejection Management
Every major organization has some form of customer call center. You may have renamed yours “contact…
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Is BPM dead or alive? Sobering advice.
Neil Ward-Dutton, co-founder and research Director of the analyst firm MWD Advisors gave an excellent and thought provoking keynote at…
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The business-IT divide: don’t fix it
Business-IT gap getting bigger We have talked about bridging the business-IT gap for years. When IT…
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CX is still the Wild West : interview
More and more companies are recognizing the value of creating a unique and exceptional customer experience.…
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BPM should focus on the money
BPM focus BPM is normally associated with streamlining back office functions and cost reduction. But this…
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Abercrombie & Fitch: too much detail
In a great article in Bloomberg Business Week they catalogue the demise of Abercrombie and Fitch, in the cover feature…
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Social media can’t fix business problems
Social media amplifies the good and bad Social media is a great vehicle for reaching more people. So instead of…
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Define your process or outcome first?
Should you be designing processes first or focus on the outcomes? This is a critically important question when thinking about…
Customer experience (CX)
Elements.cloud > Customer experience (CX)