Nicola Collister

Innovation and value creation doesn’t come from the lowest cost approach

Customers are not commodities. Service is not a number on a balance sheet. “Technology led approaches or an inability to invest are leaving customers out in the cold” Because the current market is defined by a lowest cost approach to providing service, this constrains innovation…

Busting three outsourced service industry myths

In this series to date, we’ve looked at the issues faced by the outsourced services industry. From the drive to be the lowest cost bidder and the gap that creates to customer expectation and value creation, to clients who are desperate for some innovation....

All people really want are simple responsive services

In my last post, I set out why we in the outsourcing industry cannot afford to ignore the impact of service, given it is the biggest driver of brand value. And with consumer expectations ever increasing, we must continually innovate to deliver on that....

No matter how intuitive the technology, people matter

Having had a bit of a rant in my last post to bust a few industry myths, I’d like to close the series by bringing it back to the one things that I always come back to. People matter. No matter what technology we have,...

Cost is killing innovation: it’s time to redefine connected services

Connected Services, It’s time for a rethink I’ve worked in this industry for 26 years. A lot has changed in that time and much as it seems obvious, it’s vital that we try new things and constantly challenge to be better. The world is continuing...

Creating Engagement through Empathy engineering? People buy from People

So how do you build truly great levels of customer value? We have all heard the stories about customers with an 85% satisfaction rating being almost as likely to leave you as those with a 60% rating. Well, perhaps that is because being satisfied with...

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