Getting creative is hard in a crisis

Over the last twenty years we have kept adding to our kit bag of things that make a difference quickly that can be applied in different types of crises. 

Many organisations today are looking for immediate workload and cost savings whilst others have been flooded with additional interactions because of the speed of change caused by the pandemic economic.  A third...

A technique to get rapid traction on customer improvements.

Insight about Customers without Asking Customers

Many organisations invest in research and feedback methods to understand how customers perceive the experience that they provide and to identify opportunities for improvement.  While these surveys certainly have their place, we think that as customers get more fatigued by surveys, organisatio...

The Great Debate between Regulators and Investors

In theory some of the recent scandals in corporate performance should have thrust customer issues to the front and centre for all executives and boards.  However, there is a great debate playing out in Australia between certain parts of the investment community, regulators and boards that may be holding back some businesses from greater customer mea...

The Elimination Sensation

When we released the book “The Best Service Is No Service” in 2008 some people didn’t get the core idea. They thought we were advocating the idea of “withdrawing” service rather than “eliminating the need” for service.  The drive for automation and digitisation has taken off in recent years as we advocated back in 2008.  All types of business now

 promote digital solut...

When Voice of Customer Matters Most – Can you Hear it?

Many organisations have measurement systems in place to try and provide the Voice of Customer or give an indication of the customer’s perception of their experience.  In addition, most companies have some form of periodic customer satisfaction and relationship survey and many have real time feedback systems that provide

“transactional” NPS. Thes...

Being ready for the unpredictable

Unfortunately, despite all the best systems and processes, customers can be impacted in very negative ways when things go wrong.  The term “moments of truth” gets used to describe critical events on a customer journey such as making a claim or the ease of accessing a new product.  The events we are talking about here are different.  These are the bad events that oc...