Mr Angry, You Call THAT Customer Service? Posts
It's the wild west out there: Interview with Eloqua's VP of Customer Experience
Published: 2013-08-28
Published: 2013-08-28
More and more companies are recognizing the value of creating a unique and exceptional customer experience. But is all the hoopla about customer experience just a fad?
What’s the most efficient way of unsubscribing?
Too few loyalty schemes actually inspire loyalty, says columnist Ian Gotts. Here's why gaining customer loyalty means more tha...
I recently got a parking fine in Brighton, a seaside town on the south coast of Britain, and I was very impressed by their e-comme...
We all spend a significant amount of our lives at work. In the last 15 years, for blue collar workers, most of that time has been spent in front of a computer. In the last 5 years there has been a huge shift. Now the computer experience we have...
How can companies get online payment systems so wrong? In his latest column, Ian Gotts counts the ways.
Most, if not all,...
How many ways can a delivery go wrong? In his latest column, Ian Gotts, describes his harrowing experience with international courier com...
Plenty of research shows that happier staff are more productive. But It is not good enou...
Recently my iMod - an iPod with internal electronics replaced with Hi-Fi components – stopped working. (Yes I am a Hi-Fi nerd but the sound quality is fantastic). As it was expensive and had been modified in the US I wasn’t too comf...
How draconian processes and procedures made columnist Ian Gotts’ Broadway experience less "King"ly than expected.
I was recently in New York on holiday and took a very excited...
As consumers we are getting far more sensitive to inconsistency of customer service. We easily spot a process that is not joined up. Particularly when different departments or even different companies are responsible for the end to end process.
Are your customers and staff fighting poorly thought through processes and systems? Time to define successful outcomes from the customer’s perspective, says columnist Ian Gotts. And the good news is that their expectations are incredib...
Good customer service is becoming expected. Except, sadly, even average customer service is a rarity, despite all the technology being brought to bear, says Ian Gotts in a new column launched this month about Customer Service. So what can...
Last year I wrote a suitably dour article on why the CIO hates Christmas – Bah humbug. Sadly my con...
Is this the last time Business Process Analysis will be considered a stand alone category? asks columnist Ian Gotts, as research firm Gartner releases its lates...
What does it take to transform a dysfunctional, globally dispersed, highly regulated and reactive organisation into a model of operational excellence? Forget the CEO - it's time businesses recognized that BPM and the Chief Operating Officer...
Self service "kiosks" are now appearing in airports, supermarkets and banks, and we've had automated call answering services for decades. Good ide...
Execution is all about getting the entire organisation focused on delivering against the strategy. So why is it so difficult? Columnist Ian Gotts, looks at the challenge of translating top level vision into reality.
To go "Green" requires changes to how people work, interact and use technology. Columnist Ian Gotts, CEO and founder of Nimbus, argues there are both business and environmental benefits to BPM and cloud computing.
Having just m...
Technology is blurring the distinction between work and non-work, says Nimbus CEO Ian Gotts. It used to be that work-life balance was about leaving the office earlier. Now there is...
Once firmly in the domain of IT departments and systems integrators, a new more nimble form of data aggregation will be popping up at a desk near you. In his latest column, Ian Gotts looks at the rise of the Mash-up, how the value of a data...
The release of hundreds of US diplomatic cables through Wikileaks has profound implications for the way that individuals and businesses must think about their data and online personas. Columnist Ian Gotts looks at the social and practical implications of the new era of transparency.
