Our Thinking - White Papers

  • 51. Top Ten Takeaways

    Our monthly cartoon calendar for October “bags” surveys and data abuse. In contrast, our recent Chief Customer Officer Forum theme was “Drivers of Innovation in the Customer Experience”

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  • 50. The Unexpected Impact of Digital, Bots and Chat Bots

    As we’d recently presented on the topic, “Unexpected impacts of digital, bots and chat bots”

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  • LimeBridge Summary of White Papers

    This month we have done a summary of Limebridge White Papers to date. There are over 45 to choose from!

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  • 49. Are Leader Boards Useful in Business as well as Golf?

    Our July cartoon was inspired by real examples where long calls aren’t monitored by the quality team even though they are the most likely source of quality issues.

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  • 48. Contact Management in an Omni-Channel World

    The emergence of new channels creates new challenges in managing the many possible interactions. The theme of our latest white paper is, Contact Management in an Omni-Channel World.

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  • 47. Three Principles of Customer Experience Design

    Customer experience design is the theme of our latest white paper “Three Principles of Customer Experience Design”. We hope it will provide some useful ideas and examples.

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  • 46. Myth Buster Coaching

    Our most recent white paper, Myth Buster Coaching, discusses the Four Pillars of Effective Coaching, applicable methods to continuously improve customer outcomes.

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  • 45. The Customer Relationship Balancing Act

    In “The Customer Relationship Balancing Act”, White Paper we explore how to balance customer and company needs.

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  • 44. 2016 White Papers - Recap

    Welcome to 2017! To ensure you have had an opportunity to review our 2016 White Papers, we have done a brief recap. To make it easier for you we have classified them, inclusive of a brief summary and a link for each White Paper

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  • 43 December Christmas Special

    Everyone at Limebridge would like to wish you greetings of the season and best wishes for 2017.In the attached “cartoon directors cut” we have provided some of the stories that led to our 2016 cartoons, shown you some others and two that nearly made the cut, but not quite.

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  • 42 Customer Effort Mapping

    Our November cartoon is a pun “en francais’ that we have wanted to make for some time! With chat as a fast growing channel we thought we should write up a process we have been doing for some time called Customer Effort

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  • 41 Matching CX Investments to CEO’s

    Our October cartoon combines wrestling, call centres and outsourcing;- an unlikely combination. Recent articles on short term CEO and investor focus got us thinking about how to match CX Investments to CEO needs.

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  • 40 Back to School for Lessons in Improved Performance

    Our September cartoon was inspired by the bizarre use of lengthy terms and conditions statements that we know nobody reads! We were also intrigued by recent ABC documentary on the turnaround of performance in a High School.

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  • 39 The Barriers to Digital Disruption

    This month’s cartoon was inspired by some of the work we have done in offshore operations. We have noted that some of the team leaders seemed more concerned with Karaoke than they were with coaching!

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  • 38 The Antidotes to Survey Fatigue

    Our latest cartoon was triggered by the observation that customers are tiring of surveys. To complement that, we wrote a short paper on “The Antidotes to Survey Fatigue”.

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  • 37 Answers to Unwanted Interaction Growth in a Multi-channel World

    The idea for our cartoon this month was triggered by the suspicion customers seem to have of any agent with an accent. For our white paper we wanted to reflect on why there hasn’t been

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  • 36 Creating a Positive Customer Experience Culture

    Our cartoon this month was inspired by “priority tagged” baggage coming off the plane last! In contrast our latest mini customer experience case study white paper “Creating a Positive Customer Experience Culture".

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  • 35 December Cartoon Special

    It must be almost the festive season because we’re onto our Christmas cartoon. To add to the premature festive spirit we’ve created another “Cartoon Author’s Cut” where we reveal some new cartoons and some of the stories behind those we created this year. We hope you enjoy it and have a great break. If you feel like some holiday reading we published nine white papers over the year and they are all available here

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  • 34 Digital Disruption and Customer Led Design

    This months cartoon was based on a true story when a colleague gave up on his new universal remote control. It was far from being a customer led design and that is part of our White Paper theme. At our latest Chief Customer Officer Forum we discussed Digital Disruption and Customer Led Design and this paper explores how those two concepts are related and what that means for disruptors and incumbent organisations

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  • 33 The Five Myths Of Omni-Channel

    This month’s cartoon was nicknamed the “perpetual complaint loop”. I think we’ve all experienced something like this. However “omni channel experiences are flavour of the month so we thought we’d cover “The Five Myths of Omni Channel” this month. Please tell us what you think of it.

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  • 32 "Whatever Happened To The Best Service Is No Service?"

    Whatever Happened To The Best Service Is No Service? Or Why Aren't Contact Rates Falling In This Age Of Omni-channel. This month’s cartoon (titled “Dave”) was inspired by the relative effectiveness of the varied interaction channels....

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  • 31 Customer Centricity is the New Black!

    This month’s cartoon was triggered by the idea of companies putting themselves in the customer’s shoes but perhaps we took it too far! We are also re-launching our white paper on ‘Customer Centricity is the new black” as not...

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  • 30 Customer Centricity is the New Black

    At our recent CCO Forum meeting we were fortunate to host marketing guru Don Peppers, whose books have reshaped how people think about customers and their relationships with business. We talk about moving to a world in which the customer is in control or a “Me2B” business world and two-way trust is essential to success in this new world. What do you think?

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  • 29 How to Respond to 3 Mega-Trends in Customer Facing Organisations

    What are these megatrends? The trends shaping how customers deal with institutions seem many and varied. We've picked three that we think are more than just hype.

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  • 28 LimeBridge Myth Busters: Same agent routing

    Do we really want to talk to the same agent? In theory it sounds great. An agent I can speak with when I want. In practice not so easy, or practical. Perhaps it's not what we really want after all.

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  • 27 Applying Your Customer Rules! In Practice

    Applying Your Customer Rules! In Practice David Jaffe and co-author Bill Price's second book highlights the power of the customer. They have also identified seven key needs they believe all customers have and show how they form a hierarchy. This Whitepaper demonstrates how to apply some of these "rules".

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  • 26 Better Customer Experiences And Extra Capacity

    A client came to us in what appeared to be a tricky situation. They’d just been through a major system change and come out of it over twenty per cent worse off. Read on...

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  • 24 Me 2 B minibook special!

    Introducing David Jaffe's 2nd book... on how to deliver great customer service experiences A New Year, and some new cartoons. Please note this cartoon is not intended to remind you of any painful on line shopping experiences you may have encountered!...

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  • 23 December Cartoon Special

    As a tribute to the festive season we thought we would look backwards to our favourite cartoons.

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  • 22 Adding Value to Customer Interactions

    Whitepaper at a Glance Is adding value just about selling? Many companies are spending small fortunes on trying to capture customers from their rivals, spending millions on commissions, introduction and loyalty programmes. Meanwhile these same companies...

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  • 21 On The Road to Omni-Channel

    Whitepaper at a Glance Internet, mobile and social channels have transformed the landscape so quickly that the sales and service propositions and operating models that were good, are sadly looking outdated. Companies have tried to patch the gaps quickly...

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  • 20 The Onshore Offshore Customer Experience Cook Book

    We completely understand the temptation for organisations to try and save money by moving work offshore. The potential labour cost savings and getting away from some of the inflexibility of our regulated workplaces, is a seductive mix.

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  • 19 Customer Service World Cup

    We have been inspired by the World Cup this month and it got us thinking about how the roles in a successful soccer team are similar to the most effective sales and service operations.

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  • 18 5 Myths of Effective Operations Management

    Since the GFC hit in 2008 both business and government have become more focused on cost and efficiency. In our experience of service related industries the spotlight has been, inevitably, on the people intensive part of the operation...

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  • 17 An Essential Requirement for Operational Success: FLEXIBILITY

    In our March whitepaper we focused on the Flexible Resource Pool (FRP) concept and we hope you found that useful. This paper (Part 2) focuses on the Hybrid Team Concept which, if implemented well, will deliver:

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  • 16 Resource Flexibility: The Holy Grail of Operational Success Part 1

    Unexpected things can happen in daily operations that have an impact on the levels of customer demand. ; We can plan for the expected but we also need flexibility to deal with the unexpected. In Part 1 of this whitepaper ...

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  • 15 The Five Myths Of Customer Experience Management

    Technological speed and exciting developments like social media are clouding the Customer Experience Management issue and there are many confusing vendors of products out there spruiking magical cures.

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  • 14 The 5 Myths of Multichannel Sales and Service Delivery

    Multichannel sales and service delivery seems to be all the rage. We are in the thick of a second wave of "mobile, digital and social" IT revolution. Clearly there is something below the hype. However, we'd like to debunk some emerging myths and...

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  • 13 Insurance Case Study

    How to turn a company insde out. This fascinating case study draws on LimeBridge's work over the last 18 months with an insurance company that totally transformed both the Contact Centre, the Claims Administration and even the attitudes and belief of the staff. Read On...

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  • 12 Five Myths of Team Leadership

    There are certain myths we find repeatedly when talking with clients about team leaders. It's probably our favourite topic in all our work. Here are our top 5 team leader myths: Myth 1: High performing phone consultants make good Team Leaders Myth 2: Team...

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  • 11 Five Myths of Rethinking People Based Processes

    There are certain myths we find repeatedly when talking with clients about change and processes. Here are out top 5 clangers: The myth of mapping everything The stigma of sigma or the myth of measurement The myth that off shoring problematic processes...

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  • 10 Five Myths Surrounding Offshore Outsourcing

    Explosive business growth continues apace despite reports to the contrary in the press, and there are already a number of myths and misconceptions surrounding offshore outsourcing for contact center operations. This article addresses five of the classic myths.

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  • 09 Customer Experience Driven Operating Models Outside In

    Outside In or Inside Out? In this document, we will share our thoughts on operating models and customer centric design and explore the pro's and con's of 'Outside In' vs. 'Inside Out' operatng models. Download Now

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  • 08 Five Myths of Customer Effort

    There are certain myths already being created in this new area of customer service thinking around effort Customers who make contact and are served well are more profitable and loyal than those who don’t All customer effort is equal You have to ask...

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  • 07 Five Myths of Customer Self Service

    There are five myths we are continuing to come across after companies have implemented self service functionality: That self service will reduce contacts If you build the solution, customers will automatically adopt The technicians or marketing should...

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  • 06 Five Myths of Effective Customer Service Models

    As we look around customer sales and service operations we see many businesses striving to find a better way to organise their work and people. They are in search of organisation models that make them more efficient and effective. Many different...

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  • 05 The Myth of One Dimensional Change

    Those who promote and sell single dimension solutions will claim that the one they have is the answer. But of course these single dimensional answers rarely produce miraculous results: A company promoting ‘six sigma’ or ‘call quality...

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  • 04 No Technology Silver Bullets

    If only it was as easy as the vendors say: Technology vendors have been parading their array of silver bullets for many years ‘Workflow software’, then ‘CRM solutions’, ‘quality management products’. ‘Speech...

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  • 03 Five Myths of Performance Management in Customer Operations

    There are five myths that encourage these mistakes: AHT or real contacts per hour is an effective measure to manage productivity Supervisors know how to use statistics to improve performance Listening to 5-10 calls per person per month is an effective way...

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  • 02 The Best Service is No Service

    If that were the case think about how much money would be saved by scaling back contact centres and customer service centres. Since 1999 Amazon.com has applied the philosophy that the Best Service is No Service and has delivered 30% year on year...

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  • 01 Harnessing 'What Our Customers Are Saying' (WOCAS)

    Companies often have reams of data on customer contacts, but most is worthless because: Agents often pick the first-listed contact code Most contacts are multi-issue Find out how to really listen to your customers. Download Now What You'll Learn How to...

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  • Applying Your Customer Rules! In Practice

    Applying Your Customer Rules! In Practice David Jaffe and co-author Bill Price's second book highlights the power of the customer. They have also identified seven key needs they believe all customers have and show how they form a hierarchy. This Whitepaper demonstrates how to apply some of these "rules".

    Read more