Have you ever wondered whether there is really any hope for your organisation? Have you ever turned up one day wondering if you are the only person in the building who really gets it? Are you the only person who understands that the organisation needs to do something different to genuinely put its customers first? [...]
Resentment. It is a pretty harsh word. It is a word that should most certainly NOT be on your mind when thinking about businesses and organisations that you interact with on a regular basis. However, over the last couple of weeks, a number of incidents that I personally have either experienced or read about have [...]
You approach the front of the store with an element of trepidation. Unsure what will happen inside, you are weighing up the odds of coming out alive. It is like the latter stages of the famous children's book, We're Going on a Bear Hunt, as you tip toe into a deep dark cave, to be [...]
Last week I wrote a blog post about O2's decision to outsource its contact centres to Capita - https://ijgolding.com/2013/06/06/i-have-an-idea-lets-outsource-customer-services-could-the-quest-for-cost-savings-damage-the-customer-experience/ . The response to the article has been huge - and may I say almost entirely positive (at least the people who have commented or spoken to me about it have been positive!). As I expected, [...]
Disclaimer!! Let me start this blog post by acknowledging that the subject is going to be controversial. There will be readers on both sides of the debate - that is healthy, and I hope you will get involved. In May, O2 announced their intention to outsource their contact centre operation to Capita. The main reason [...]
If you are reading this, you are almost certainly someone who enjoys reading a good blog. At least I hope that the blog posts you have been reading have been good! It is exactly 1 year since I penned my opening blog post. I started putting my thoughts out in to the ether as a result [...]
