Dougie Cameron

The REAL Cost of Customer Experience

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 always unforgiveable. The best organisations are lean, consistent and focused on delivering their vision. However, a keen awareness of cost proves...

The Queue – Respect Your Customer’s Time

I waited in a queue today. A long queue. A queue that was longer than I hoped for, longer than I anticipated, and far longer than I had patience for. No-one like a queue. Then there is the call centre. We dread picking up the…

The Limoncello Lesson

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, so the story goes, they increased their profits by a phenomenal percentage. Whether apocryphal or not we believed it and we...

Outsourcing Customer Service Need Not Mean Bad Customer Service

One of the biggest myths in customer service is that the company that pays the customer service advisor is a key factor in the quality of customer service. The myth says that outsourcing customer service is obviously bad business. The myth says that outsourcing...

15 Things About Customer Service I Know Now That I Wish I Knew Then

Nothing much happened on the 9th August 1993. The Edinburgh festival was just getting under way for another year and people in flip flops and shorts wandered the sunny streets of Edinburgh looking for their next laugh. Had they been less hungover...

When Your Customer Experience Shoots You in the Foot. With a Cannon

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. It won’t take long but do stick around for the punchline. I don’t find insurance shopping very sexy. In fact, all...

Why Your Obsession is Damaging Your Customer Experience

Old habits die hard. Companies love measuring stuff – but often it is subjective whether what they measure is useful to their strategy. Sometimes I think it is just nice to measure stuff to feel like you are in control – whether,...

Customer Experience – It’s All About the People, Stoopid!

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 want to make connections with each other there are "moments of truth" in your relationship with your customers that define…

Your Most Challenging Customer – Do You Know What to Do When it is...

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 of the building that was our Consumer Complaints Department. I was an accountant at the time and I have three...

When Social Media Bites You on the ss

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 the hyper speed and white heat of social media - a negative sentiment can get much worse very, very quickly....

Are Your Metrics for Your Customer – or for You?

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! Did you have to barbeque my donkey?" on the road to Damascus. Like Billy, I probably let an expletive slip...

What Are We Pretending Not to Know About Our People?

How often do we see an advocacy question in the annual people survey? You know the one, something along the lines of "how likely are you to recommend our company's product to potential customers"? And how often is the score considerably lower for your...

Customer Experience 101 – The Five Must Haves for Successful Transformation

The phone rings. The call comes from the CEO. He has been reading again - this time it is the Time magazine article "Could 2013 be the year that customer service gets better". He wants these loyal customers, he wants them...

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