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.
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...
I waited in a queue today. A long queue. A queue that was longer than I hoped for, longer than I anticipated, and far...
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,...
One of the biggest myths in customer service is that the company that pays the customer service advisor is a key factor in the...
Nothing much happened on the 9th August 1993. The Edinburgh festival was just getting under way for another year and people in flip...
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....
Old habits die hard. Companies love measuring stuff – but often it is subjective whether what they measure is useful to their strategy....
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…
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...
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...
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!...
How often do we see an advocacy question in the annual people survey? You know the one, something along the lines of "how likely...
The phone rings. The call comes from the CEO. He has been reading again - this time it is the Time magazine...