How should you manage a stretch? We all have them. A whopping great big number forced in on top of our budgets. A couple of options: 1. Divide and conquer: split the two or twenty million up between departments and set them up against each other, Mano a Mano. See who succeeds and who fails. […]
The Monument Part 2
I wrote about monuments. Perhaps a 500 seat call centre is a monument. We have them to optimise efficiency (occupancy and productivity), they are hugely expensive to own and because of their scale they become inflexible. It isn’t easy to change agent training or the front end telephony for a 500 seat call centre. Does […]
Five Steps to Untold Wealth, What is Stopping You?
All commerce runs on the same principle, the exchange of value: You give customers what they want Customers give you money For the bit “giving customers what they want” Service Untitled have published a simple 5 point plan: Identify who your customers are. Find out what they want. Design sales and service processes around these […]
Customer Care: How to make your customer feel like a criminal.
I was cycling through deepest Norfolk with my daughter. It was raining, hard. My daughter had started bitching. A tea shop loomed into sight, it was dry and warm and served tea, my prayers had been answered. 25 minutes later, happy and content I went to pay the bill, only to be told that they […]
Small Business is Beautiful Business
If you work for your own company the best way to get a pay rise is to keep your customers happy. That is where the money comes from. If you work for somebody else’s (large) company the best way to get a pay rise is to keep your boss happy. That is where the money […]