Dougie Cameron
Dougie Cameron
Having worked in major blue chip organisations in both senior finance and customer service roles Dougie is described as a strategist, planner and implementer. In his own words he describes himself as "a reformed financier on the road to enlightenment". But most of all he is just plain frustrated by poor leadership and bad customer experiences. Dougie founded addzest consulting to help companies find their way to engage their teams to give customers better.
The REAL Cost of Customer Experience
Cost is, quite rightly, a focus for all organisations. Every company has a limit to it’s resources, some higher than others, but waste is...
The Queue – Respect Your Customer’s Time
I waited in a queue today. A long queue. A queue that was longer than I hoped for, longer than I anticipated, and far...
The Limoncello Lesson
Legend has it, that in the 80's, Aberdeen Steakhouse put onion rings on their menu and encouraged their waiting staff to upsell it. Overnight,...
Outsourcing Customer Service Need Not Mean Bad Customer Service
One of the biggest myths in customer service is that the company that pays the customer service advisor is a key factor in the...
15 Things About Customer Service I Know Now That I Wish I Knew Then
Nothing much happened on the 9th August 1993. The Edinburgh festival was just getting under way for another year and people in flip...
When Your Customer Experience Shoots You in the Foot. With a Cannon
I had an experience as a customer recently that left me speechless. That in itself is a rare event. I’ll tell you the story....
Why Your Obsession is Damaging Your Customer Experience
Old habits die hard. Companies love measuring stuff – but often it is subjective whether what they measure is useful to their strategy....
Customer Experience – It’s All About the People, Stoopid!
When it comes to customer service we know some things pretty intuitively: people enjoy helping other people the human brain is social and people naturally…
Your Most Challenging Customer – Do You Know What to Do When it is Time to Part?
Many years ago, when I was just a laddy working in the take-home beer business, we had a tiny department in a dark corner...
When Social Media Bites You on the ss
I love the expression that nothing is ever so bad that you can't make it worse. And nowhere is that more true than in...
Are Your Metrics for Your Customer – or for You?
A great Scottish philosopher (I am referring to Billy Connolly and not Adam Smith here) once noted that St Peter probably didn't say "Gosh!...
What Are We Pretending Not to Know About Our People?
How often do we see an advocacy question in the annual people survey? You know the one, something along the lines of "how likely...
Customer Experience 101 – The Five Must Haves for Successful Transformation
The phone rings. The call comes from the CEO. He has been reading again - this time it is the Time magazine...