Customer Strategy Thinking Aloud

win lunch with the ed

customerstrategy — Mon, 29 Mar 2010 14:59:12 +0000

As part of our constant commitment to improving the Customer Strategy brand, we’re looking for feedback from the people who matter – you. We’ve put together a (very quick) questionnaire that asks you what you like about CS (apart from its incredibly smart and good-looking editor. Ahem..) We’re also interested in finding out would like to see more of and what you think we’ve missed out. Your opinion counts and we really do take on board your suggestions. Take a minute and fill out the form at http://www.surveymonkey.com/s/MWXTX35 (if the link doesn’t work, just cut and paste it into your browser).

As a way of saying thank you for your time, I’ll be taking one respondent out to lunch next month.

Competition time

customerstrategy — Mon, 01 Mar 2010 12:58:39 +0000

Win two essential books for managing your customer relations: Managing Customers Through Economic Cycles by John McKean and The Relationship Revolution by Larry Hochman.

About Managing Customers Through Economic Cycles: Whether you are a global Fortune 500 organization or a small business Managing Customers Through Economic Cycles show you how to optimize your business’s sales and marketing approaches specific to survive and thrive in each economic cycle and transition.

Author John McKean: John McKean is the Executive Director of the Centre for Information Based Competition, which provides thought-leadership and practitioner-level guidance to help businesses advance to a mastery level of customer information, interactions, and communities ranging from human-to-human to social media/mobile conversations – both as rational consumers and high-order intuitive people. He is frequently called on by the world’s leading businesses to inspire new levels of customer awareness and effectiveness through fact-based insights and a passion for customer excellence. John McKean’s real world customer work is balanced with the academic rigors of guest lecturing at MIT Sloan Graduate School and postgraduate work at Harvard University.

About The Relationship Revolution: Customers are angry. The turmoil of recession has left them feeling let-down, anxious and betrayed. They know how often businesses over-promise and under-deliver, and they’re now deeply cynical. Trust in business is at an all-time low. This defining moment calls for nothing less than a ‘Relationship Revolution’. In his new book, Larry Hochman, former European Business Speaker of the Year, outlines how the businesses that will prevail will be the ones who understand that customer relationships will be the dominant factor in determining success in the post-recession era.

Author Larry Hochman: Larry Hochman is one of the most popular keynote speakers in the world and a former European Business Speaker of the Year. He is a globally recognised expert on customer relationships, leadership and talent management. Before beginning his speaking career twelve years ago, Larry held a number of senior positions at British Airways and the loyalty management company Airmiles in both New York and London. He was also a pioneer of corporate mentoring in Europe and has been the personal mentor to many Chief Executives all over the world. Originally from America, Larry currently resides in both London and Venice.

To win both of these books, you must be a registered member of Customer Focus, the professional networking Linkedin forum for senior customer focused executives.

You can register by clicking this link: http://www.linkedin.com/groups?gid=2683663&trk=anetsrch_name&goback=%2Egdr_1267447271994_

Once you have registered with Customer Focus, answer this question: What is the name of the Customer Strategy magazine CSI writer? Answers to: cseditorial@ubm.com. Competition closes on April 3rd 2010.

Meeting Don

customerstrategy — Thu, 11 Feb 2010 14:13:51 +0000

I spent a good few hours with Don Hales yesterday. If there’s any one person whose name is synonymous with the customer service profession, it has to be Don’s. At this point I would ordinarily pause to explain a little about Don’s background as an author, professional speaker, the founder and chair of judges for the National Customer Service Awards and the National Sales Awards. I might even delve a little further back and recount his experiences as the former Deputy Managing Director at Quest Media. But, to be honest, if you’re reading this blog, then you probably know most of this already. Our meeting was held in the suitably refined surroundings of the Institute of Directors, central London. Over cups of hot chocolate and coffee our conversation flitted lightly between our professional aspirations and our personal past-times (Don has a penchant for golf and I for Star Trek and playing with gadgets). I found Don the perfect example of someone who is supremely comfortable in his own skin. No airs and graces, no pretensions. Just rock solid industry knowledge, an instinctive understanding of the opportunities and challenges that lie before us and a charming, self-effacing charisma that is hard to fault. A true gentleman. Don has agreed to contribute a fortnightly column to the Customer Strategy website and a monthly article to our digital magazine. In the articles you will have an opportunity to hear Don’t thoughts on the customer service industry and perhaps gain an insight into the mind of the man who has become the god father of the industry.

webinar stuff

customerstrategy — Tue, 09 Feb 2010 09:54:34 +0000

It’s just occurred to me that some of you have not yet had the opportunity to hear me in action. As editor of Customer Strategy, one of the more ‘fun’ parts of the job is that I get the chance to moderate some pretty interesting webinars. My colleague, Mark Lewis at Call Centre Focus, is a dab hand at them too . Here’s the blurb for a couple coming up that you might be interested in:

Live Webinar – Tuesday, 16 February 3 PM (UK)
Tools and Technology for Coaching Your Support Team

Speakers:
Mark Lewis, Call Centre Focus
Rich Gallagher, Point of Contact Group
Jane Anderson, Citrix Online

How do you motivate people to deliver excellent performance, whether they are in the next cubicle or far away? Communications skills expert Rich Gallagher, a former support manager, joins with Citrix Online to share his secrets to getting the best out of today’s distributed support team.

Based on concepts from Gallagher’s latest book, How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work, this free Webinar will help you get the best out of everyone in today’s virtual support environment.

Attend this live Webinar to learn:

The psychology of a typical agent
Strength-based coaching techniques that create real performance change
Managing performance problems from near and far
Making your agents part of a team
How technology can help improve remote-support performance

Reserve Your Complimentary Seat by registering now.

Live Webinar – Tuesday, 2 March 3 PM (UK)
5 Steps to Successfully Managing Today’s Mobile Workforce

Speakers:
Kizzi Nkwocha, Customer Strategy
Peter Linkow, WFD Consulting
Andrew Millard, Citrix Online

The traditional 9-to-5 office work environment is changing shape in response to new technology, a struggling economy and employees who place a premium on flexibility. While a dispersed workforce is more agile and productive, it also presents a challenge to people managers who are accustomed to supervising by walking from desk to desk.

Join this Webinar to hear Peter Linkow, President of WFD Consulting, explain why it is critical that managers invest in new skills and provide practical tips to help you become a better, more versatile manager – for both onsite employees and those you don’t see every day.

Attend this interactive webinar to learn:

The reality of the dispersed workforce
Why managers need new skills
The 5 key action steps to developing successful managers in today’s world
And more…

Reserve Your Complimentary Seat by registering now.

Customer Focus – a new group for people like you

customerstrategy — Mon, 25 Jan 2010 09:51:10 +0000

We’ve just launched Customer Focus, a professional Linkedin group for senior executives working in customer services. The idea behind the group is create a forum where decision makers, analysts and senior customer-focused executives can discuss issues relating to the customer service industry. It will also allow members to talk to Customer Strategy as well as each other. If you’ve got a Linkedin account, why not register with Customer Focus by going here:

http://www.linkedin.com/groups?about=&gid=2683663&trk=anet_ug_grppro

(if you can’t click on the link above, then try cutting and pasting)

CCP 2010 in Birmingham

customerstrategy — Wed, 20 Jan 2010 10:47:16 +0000

I’ve just been confirmed as a panelist at the forthcoming Customer Contact Planning 2010 conference. Just in case you didn’t know, CCP 2010 offers a wide selection of sessions that are tailor-made for anyone connected with contact centres including people managers, HR teams and senior strategic thinkers. At last count there were over 50 sessions scheduled for this year’s event and Bill Price, former VP of Amazon, will be one of they keynote speakers. And now there’s also me. Excellent. CCP 2010 is being held in Birmingham on 19 – 20 April. Take a look at www.planningforum.co.uk/conference for details on how you can attend.

going digital

customerstrategy — Thu, 14 Jan 2010 13:37:36 +0000

Seems as though the new year’s starting off on a high note here at CS. Our plans for producing engaging digital content for the site have finally been realised. The first podcast is online now (right now) and more will be uploaded tomorrow. Its good when a plan comes together. If you’re interested in podcasting for CS, drop me a line at the usual address (kizzi.nkwocha@ubm.com) and run your idea by me.

PSP (pretty smart people)

customerstrategy — Mon, 11 Jan 2010 10:16:51 +0000

Last week I set an incredibly simple brain teaser to ease you gently into the new year. The question was: A milkman has two empty jugs: a three gallon jug and a five gallon jug. How can he measure exactly one gallon without wasting any milk?

The prize? Probably the most important of all prizes: an honourable mention right here and the opportunity to be the toast (and envy) of the customer service world.
Well, the answers came in fast and furious. Many of them were ingenious, some were even inspired. But most were just wrong. But I’m relieved to say we do have two worthy winners. I’m honoured to announce that two of the smartest people working in customer service in the UK are (drum roll at this point as he pauses for dramatic effect)….

Howard Frost, Head of Client Services at McCallum Layton.
And Bernadette Cooklin, Corporate Customer Care Development Manager. Well done guys. You’re Kizzi’s kind of people.

And the answer to the quiz was:

Fill the 3 gallon jug with milk and pour into the 5 gallon jug, then fill the 3 gallon jug again and fill the 5 gallon jug (there will be 1 gallon remaining in the 3 gallon jug due to only 2 gallons being required to top up the 5 gallon jug which would already have the 3 gallons in it….

Enough said.

portsmouth fc

customerstrategy — Tue, 05 Jan 2010 10:26:37 +0000

Ok. Its been 48 hours since returning to work and its fair to say the warm honeymoon haze has pretty much faded to a cold, distant memory. Where I once bounded the steps of CS Towers with the unbridled exuberance of youthful optimism, 48 hours later and I now (once again) walk with the quiet tread of a Portsmouth FC supporter and, when I laugh, you can hear the faint tinkle of broken dreams. The cause of my dejection? Yesterday morning I sat in at a surreal editorial meeting for which I was unpardonably a few minutes late (note to diary: never attend any meetings that they can start without you). During the meeting we discussed the fact that our editorial deadline was a matter of weeks away. Two weeks to be precise. Under normal circumstances, this would hardly merit any mention in my diary. This is because, under normal circumstances, the matter would be well in hand. Except we have had a prolonged festive and new years break and the editorial vault is as empty as a politicians heart. Oh, we do have some articles that have come in over the holiday period. A few gems but mainly paltry offerings that will hardly help us win any awards. Added to this is the fact that the December magazine set such a high standard at the off, that I feel I have been truly hoisted by my own petard (I had to look that one up, too). So, in case you’re interested, this is our features list for January 2010: Cloud Computing, CRM, Multi-channel Customer Service. I am, as always, open to any thoughts you may have of features you would like to contribute. Ideally before January 21st. Enough said.

brain teasers

customerstrategy — Sun, 03 Jan 2010 11:07:03 +0000

It’s the third day of the new year and I thought I’d drop you a quick line. Hope you had a good new years eve and are ready to roll your sleeves up for the challenges of 2010. In our household we (quite tragically) missed the new year’s countdown. We were playing Singstar and I was winning…But that minor hiccup notwithstanding, I’m looking forward to the opportunities of the new decade and the chance to meet more of our readers, contributors and of course our commercial partners (removes cloth cap and wrings it in his hands while writing) . On a wholly unrelated matter, here’s an extremely minor brain teaser my son asked me to help him with. He’s 15 and said he got the answer in just 20 minutes. Can you work this out? Send answers to the usual email address by January 11th and we’ll let you know who the smartest person is working in the customer service industry: A milkman has two empty jugs: a three gallon jug and a five gallon jug. How can he measure exactly one gallon without wasting any milk? Answers to: kizzi.nkwocha@ubm.com