The Ultimate Customer Measure Effort
The Holy Grail of Effort measurement? "Resolution of my query” or First Contact Resolution (FCR) ranks in the top three customer...
Case Study in the Universal Value of Well-Designed Operational Processes
Do operations and process principles apply everywhere? We have had a hypothesis that good operational and process design disciplines are...
The Myth that Shareholder Returns and Customer Outcomes are disconnected
Are Great Shareholder returns and great customer outcomes incompatible? One of the startling recommendations in Australia of the Hayne...
Customer Centric Answers to Bad Business Practices
Customer Experience Design Solutions to Common Business Issues In Australia the Hayne Royal Commission is about to report. Many issues...
Omni-Channel Best Service is No Service
Good ideas don’t lose their lustre It is ten years since we published The Best Service is No Service, (Wiley/Jossey-Bass 2008), in which...
What we learnt at this October’s CCO Forum
Customer Driven Operational Excellence – Hard to do “in totality” Twice a year we have the honour of chairing the Chief Customer Officer...