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Martin Hill-Wilson

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.

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…

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.…

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 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...

The Art & Skill Of Customer Listening: session 1

If you are reading this on the BrainFood Extra site, you may have noticed that I summarise my overall focus as 'Listening For...

Will Customers Use Social Media Strategically?

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...

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...

For The Sake Of A Clean Car

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...

Social Media & Debt Management

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...

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