Martin Hill-Wilson, Hill-Wilson
Customer Service, CX & AI Engagement Strategist - Chair, Keynotes & Masterclasses. Brainfood is an advisory and education service. Advice in terms of co-designing practical engagement strategies that balance customer and business needs. These are orchestrated from a blend of live assistance, self service and proactive contact using whatever optimised mix of voice, text and video works best across realigned customer journeys.
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…
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...
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...
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.…
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...
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...
Social Marketeers are confused. Their vision of the world is an integrated one in which Customer Engagement speaks louder than siloed boundaries. Sometimes...
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...
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 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' has been a long time a comin'. So you could be forgiven for deciding to put it on the back burner for...
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...
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.…
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...
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...
If you are reading this on the BrainFood Extra site, you may have noticed that I summarise my overall focus as 'Listening For...
We all know about social media as a new channel for customer service. It's been a well explored theme during 2010. What interests me is...
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...
Since I don't currently belong to the 1% of über wealthy, money right now is tight and so expenses like car servicing are unwelcome. I...
Debt Management is on the cusp of being reinvented by Social Media. That was the conclusion I walked out with having presented to a conference...