Martin Hill-Wilson

Using Interaction Analytics To Understand Omni Channel Customer Behaviour

In this post, I want to explain how Interaction Analytics can play an important role in understanding and responding to omni-channel customer behaviour. First let's...

Why Customer Insight Matters To Every Customer Service Leader

Call centres, or contact centres if you prefer, have been forced onto the back foot during most of their relatively short history. They have fallen...

Claridge’s: A Great Place To Discuss Personalised Customer Service

Having enjoyed a previous customer event chez Gordon Ramsey, I knew to expect a belt busting dinner. I was not disappointed! The home made marshmallows...

Social Business: The “One Agenda” Milestone

Social Business is a big idea. It is one of the things that tell us we've really left the 20th century behind. It is also...

Team Leaders As Performance Coaches

In my last post on the topic of the changing role of team leaders in Customer Service, I promised more about the skills, daily...

Customers, Clouds & Claridge’s

Sipping fine coffee the morning after dinner at Claridge's is happiness itself. Especially on a warm spring morning when London's buzzing. It is certainly one good...

Social Media & Financial Service Brands

Social Media and Financial Services are getting to know each other pretty well. There are some obvious opportunities to be grabbed. For decades B2C verticals...

Thinking About Multi-Channel

This post is for anyone in customer leadership who needs to think clearly about their multi channel strategy. Offering a multi channel service is now...

Ever Thought About ‘Selling’ Service?

Here's what the Customer Service industry is missing: a service catalogue. A what? It's like a product catalog, only for service. Your service in fact. The...

Why Transparency Transforms Or Destroys

In another time and another place I used to spend many an evening sharing personal insights in the company of others. (You can DM me...

The Art & Skill Of Customer Listening: session 4

As in all areas of life, the art and skill of listening matters. Our work life certainly demands it. In fact customer listening and co-worker...

Marketing & Customer Service: Marriage Partners Or Holiday Romance?

Social Marketeers are confused. Their vision of the world is an integrated one in which Customer Engagement speaks louder than siloed boundaries. Sometimes...

Team Leaders & Their Changing Role In Customer Service – session 1

The Customer Service Operations they work in are now entering a third phase of existence. Just for the sake of this made up timeline, imagine...

The Art & Skill Of Customer Listening: session 3

Welcome to another session on Customer Listening. Last time we reviewed a definition for Customer Listening. We also investigated what 'active listening' really means. Finally...

Is A Customer Service ROI Provable?

Is there a plausable ROI To Customer Service? This is a question that has bubbled away for ages and every so often someone has a...

Mobile Customer Engagement

'Mobile customer engagement' has been a long time a comin'. So you could be forgiven for deciding to put it on the back burner for...

The Human Chemistry Of Customer Service

I've just come back from Rioja. A place obviously associated with wine. It was only on my return though that I discovered how much I'd...

Painting A Customer Service Strategy: session 6

This session explores continuity and capability. The first is about staying on track with your customer service strategy even when those in charge keep leaving. The...

The Art & Skill Of Customer Listening: session 2

Welcome to another in the series on Customer Listening! The first post set the overall context. It also provided the first listening challenge to test...

Painting A Customer Service Strategy: session 5

What are the management implications of trying to live by a customer service strategy? Previous sessions (one, two, three and four) have already explored quite...

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