Is poor service letting down your social media strategy?

According to a recent survey it is – but fixing it requires commitment across the whole organisation Whatever you may think about Facebook, Instagram or Twitter, their ethics or market capitalisation, social media companies are not about to disappear as a channel through which brands can connect with the current or future customers. But success … Continue reading Is poor service letting down your social media strategy?

Closing the loop: the vital missing component in complaints handling

You need a strategic approach to managing complaints that focuses on customer outcomes as much as what went wrong. I recently described complaints as being an under-exploited goldmine of customer feedback. Companies need to widen their focus from purely complaints i.e. dealing with the “expression of dissatisfaction” to a more strategic approach that I refer … Continue reading Closing the loop: the vital missing component in complaints handling

Forget Chief Customer Officer, welcome to the new “COO”

There’s a problem with the Chief Customer Officer role and rethinking it as the “Chief Outcome Officer” (COO) can help everyone get on board a customer-centric company. Although not yet present in every organisation, the idea of a Chief Customer Officer is beginning to take hold, with an increasing number of organisations making the appointment. … Continue reading Forget Chief Customer Officer, welcome to the new “COO”

Are you an “accidental entrepreneur”? Time to cut the BS!

Entrepreneur. The word has a certain mystique, possibly because of its French origins – a combination of entreprendre, meaning to undertake, and enterprise – and possibly because of what it means to some people. To some this creates a vision of successful business magnates, tycoons or other captain-of-industry types. To others it could be that one or two-man company, working all … Continue reading Are you an “accidental entrepreneur”? Time to cut the BS!