Category Archives: customer service

Five ways to improve customer communications

How good is your organisation at communicating with its customers? Here are five tests to assess your customer experience maturity. In many organisations departments are working towards short-term silo based targets. If so, they might behave in the following ways: … Continue reading

Posted in communication, customer service, Information Management, service delivery | Tagged , , , | 4 Comments

Truly Excellent Customer Service #2

Last Friday I decided to be proactive and booked a Saturday night out at the cinema. Just two of us and a romantic French movie called Rust and Bone. So far so good and we left in plenty of time to arrive at … Continue reading

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Ten ways to prevent change project failure

Here are my top ten reasons for change project failure. These are in no particular order. I hope that you will recognise some of these in your own organisations. If not, try asking your colleagues to take a look at … Continue reading

Posted in change management, communication, customer service, Implementing Change, leading change, leading change management, stakeholder management | Tagged , , , , , | Leave a comment

Reducing costs without killing business

How do we decide what costs we should cut when making efficiency savings in our businesses? There are many ways to do this, but here is a method that you can use with staff, in a workshop environment. How to … Continue reading

Posted in being efficient, cost cutting, customer service, Implementing Change, leading change, leading change management | Tagged , , , , , | Leave a comment

Eight Steps for successful Change

Getting change right is difficult. Doing it wrong is much easier. Here are eight steps that you can take to try to avoid making the mistakes of any number of change programmes. These tips are in not in any particular … Continue reading

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Do you need Cloud Computing?

Cloud computing is a term that still means very little to most non techie’s. You may also hear staff saying that your business needs Citrix, (one of the most common enablers). So what is this all about? The compelling advantages … Continue reading

Posted in being efficient, cost cutting, customer service, Information Management, leading change, leading change management, service delivery | Tagged , , , , , , , | 2 Comments

Truly Excellent Customer Service

Here is a great story that came back to me during a recent conversation about customer service. My ability to recall it is even more remarkable because it happened over 10 years ago. A hotel in San Francisco, in winter. … Continue reading

Posted in being efficient, communication, customer service, Interim Management, leading change, leading change management, reputation management, service delivery | Tagged , , | 3 Comments