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The customer service experience
Organisations in the private and public sector face a constant challenge: to meet - and exceed - the demands of their customers, whilst improving business efficiency and controlling cost. What does this feel like for the customer? What happens when organisations get it right - or very, very wrong? This blog shares some of my thinking, advice and experience in some of the best, and worst, in customer service delivery.
Google Tag Manager activation code
30 September 2019
18 July 2019
Transforming service performance : Putting consumers at the heart of Australia’s Aged Care Quality Standards
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11 February 2019
Using Google Tag Manager with Analytics to track Tableau visualisations
Who's looking at your Tableau Public visualisations?
Customer insight, and understanding our customers' behaviour, is an essential 'behind the scenes' activity for any organisation. This blog takes a technical detour from my usual business focus, to help people using Tableau set up their dashboards to allow tracking with Google Analytics, using Google's Tag Manager.
This post builds on an excellent blog post by Tableau Zen Master Jeffrey Shaffer's January 2017 article "Google analytics on Tableau public visualisations" by addressing changes required to use Google Tag Manager.
If you're not interested in the technical stuff and came here for some customer service talk, why not head over to my Tableau Public page and take a look at some analysis of complaints performance in the UK Public sector, UK Energy sector, New Zealand Official Information Act requests. Or you can see how UK MPs have been voting in Parliament during the Brexit debates.
If you'd like to find out more about setting up analytics for Tableau dashboards though, read on!
8 November 2018
Is your organisation 'customer-centric' yet? A simple test to find out
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24 November 2017
26 September 2017
Online customer service - Are you scoring own goals that'll break your business case?
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22 February 2017
We’re a 5 star hotel, but we’re not interested in your custom thanks
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9 July 2015
The Rosemary Anne Price Research Award
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13 June 2015
Human factors: how complaints psychology affects business performance
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26 March 2015
Employee attitude can create a stellar customer experience
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6 March 2015
Raising the standard for complaints - what's new in ISO 10002:2014?
"Standards,
Jason; standards.” That phrase is permanently emblazoned in my sub-conscious thanks to my
mother and I’ll wager there’s a fair few readers out there with similar parental
advice at the forefront of their mind now that I’ve mentioned it.
From the day we’re old enough to understand that a knife and fork aren’t for decoration on the dinner table, we’re taught the difference that setting and achieving high standards makes in all aspects of life.
From the day we’re old enough to understand that a knife and fork aren’t for decoration on the dinner table, we’re taught the difference that setting and achieving high standards makes in all aspects of life.
Granted, if you suffer from the same mildly
obsessive-compulsive twitch as I do when faced with an incorrectly placed
apostrophe, this can sometimes seem like more of a curse than a blessing.
However, in business – and especially in
customer service – standards mean everything. We’re always hearing about the latest
in ‘best practice’ and I’ve never been to a corporate event that featured “Striving for mediocrity” as a
motivational slogan.
So how do standards – and in particular the
newly revised International Standard for Complaints Management, ISO 10002 -
help those responsible for delivering excellence in customer service?
29 January 2015
Improving service performance : Why complaints hold the key
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17 November 2014
Improving Local Government’s customer experience
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17 July 2013
Customer experience is a top priority - but are we doing enough?
Earlier this year, we opened a survey on several LinkedIn
groups and customer service Twitter feeds about business priorities and
challenges for 2013-14. This article
publishes the results of that survey and raises some questions that managers
involved with customer service delivery may wish to consider in their own
organisations.
We offer this discussion of the results as a prompt for you to think about your own organisation’s position and the progress you’re making in the areas of our survey.
We offer this discussion of the results as a prompt for you to think about your own organisation’s position and the progress you’re making in the areas of our survey.
These results come with a heavy caveat, as the number of
responses we received was small at 26.
Whilst this means these results cannot be relied upon for a statistical
extrapolation of “the state of the industry”, they did include responses from
large organisations in the public and private sector in New Zealand and the UK.
The results from our group of respondents indicated their
three top priorities as:
- Customer experience
- Business leadership
- Business efficiency
Labels:
2013,
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business priorities,
CRM,
customer experience,
customer insight,
Customer service,
efficiency,
Government,
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public sector,
survey,
technology,
UK
13 March 2013
Turning customer service ‘moments of truth’ into PR disasters
In a previous article, I talked about the need for flexibility
and humanity in customer service over adherence to corporate process. The
example came from JetStar’s headline news appearance in New Zealand over its treatment of the grieving mother of a shark attack victim.
Less than two weeks later and the UK’s Virgin Atlantic and their security contractor G4S provide another case study of how not to deliver front line customer service.
In this
incident, gate staff refused to allow Petty Officer Nicky Howse - a serving
engineer in the British Royal Navy returning to duty from a family funeral - to
wear her uniform on a flight, despite this explicitly being allowed by Virgin’s
company policies.
The story highlights the stark reality of how the actions of
individual employees at the front line can rapidly turn a company’s reputation
into a very public bad news story.
1 March 2013
Why business process must never replace humanity in a contact centre
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21 February 2013
Are you prepared for the business and customer priorities of 2013-14?
With the start of a new calendar year just behind us, it’s a
good time to reflect on the challenges facing us in 2013, and how well prepared
we all are.
With the huge economic changes of recent years - and the rapid
emergence of technologies like social media - is 2013 going to be a turning
point for business performance and customer service?
Or, will we be so distracted by the ‘shiny and new’ syndrome
of technology, that we fail to deliver on the basics of running an efficient
operation that meets the needs of our customers?
After all, you can put lipstick on the pig,
but it’s still a pig.
I’ve started the year by studying two key analyst reports and launching a new survey to find out more about the headline issues they've highlighted.
I’ve started the year by studying two key analyst reports and launching a new survey to find out more about the headline issues they've highlighted.
Labels:
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customer experience,
customer insight,
customer loyalty,
Customer service,
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New Zealand,
shared services,
survey,
UK
16 November 2012
Brilliant basics: How FedEx delivered outstanding customer service
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8 October 2012
Brilliant basics are essential in good service: a study of a banking failure
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15 August 2012
Why social media matters in complaints management
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