Innovation In Customer Service

Continuous technological breakthrough and exposure to Big Data & Advanced Analytics make disruptive innovation seem obvious. In hindsight, it appears inevitable that the business model of companies like Kodak and Blockbuster would fail. However, it might not have seemed so back then. Companies deal with innovation incrementally, adapting what they already have in ways that look even better.…

When Customer Service Isn’t Responsive

Great story about Customer Service and how important are the promises a company makes to customers… Great example of how Life-Cycle Value Management and Customer Experience are deeply connected with Customer Service. A couple of weeks ago, my son was involved in a car accident. Most importantly, no one was hurt but the car suffered extensive damage.…

The 4Gotten Value of Customers

As the Telecommunications industry matures, the definition of Value is evolving with it. Here are 4 areas of Value that, outside the direct price a customer pays for Products & Services, are most often forgotten. Cost. There is no clear value if cost is not considered. For example, if a customer pays 20 EUR per month and calls…

The Last Mile Strategy

According to Harvard Business Review, increasing customer retention rates by just 5% increases profits by 25% to 95%. In order to achieve these returns, it is important to have a clear Retention Strategy in place. One of the most critical areas of a Retention Strategy is the Last Mile. It is the life-cycle stage when customers…

How The Office Is Killing Your Team

Every year comes the time to plan for the year that lies ahead. As the leader of the Customer Value Management “start-up” division, I wanted to bring a fresh and different thinking to the process. The new year had to incorporate innovative ideas and challenge conventions. What better way to start the planning exercise with a brainstorming…

Find Time To Learn From Failure

In the book Outliers, author Malcolm Gladwell says that it takes roughly ten thousand hours of practice to achieve mastery in a field. Learning is a process that takes time. And comes with a large dose of failure. It is often written that failing is learning. Yet, this is not correct. One doesn’t necessarily cause…

Is It Your Responsibility To Motivate Your People?

Today I was posed a question: “As a leader, is it your responsibility to motivate your people, or is it your people’s responsibility to motivate themselves” In the room, there were around 15 of the most promising executive talents in the Telecoms industry in the GCC. About 50% answered that it was their responsibility as…