Martin Hill-Wilson

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 one you provide to your customers, courtesy of your customer service operation. It's strange but true that service professionals…

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 if you really want to know why). When one person was done, someone else would pick up the communication baton.…

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 listening (new term?) are now core to keeping corporate headlights pointed in the right direction. Given that's becoming accepted wisdom,…

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 they wonder if this means running Customer Services in the way they think it ought to be! Rightly so, they sniff...

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 'Phase One' as the time when call centres were brand spanking new. They were the Social Media of their day...

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 we wrapped up with some take away questions; asking how well our organisations embody these listening competencies in key customer...

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 go at cracking it. Can they trace a causal link between 'service excellence' and some form of 'money made' or…

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 another year and not invest. But this time you might be wrong about your timing. Both Nokia and Microsoft are...

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 developed a taste for its intoxicating chemistry of taste and aroma. It took quite a few days and a mini...

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 second explores the likely range of options for developing your customer service strategy in the first place. Achieving Strategic…

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 your own level of skill. If you have yet to read this introduction then I suggest doing that first before...

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 a bit of the relevant context and content for painting a customer service strategy if you want to catch up.…

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 Anything About The Customer'. That remit has allowed me to write broadly about customer themed topics. The series you are now...

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 how this might evolve. Responding to customers via Twitter has been novel, newsworthy and refreshingly different. That said, why brands…

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 a bit of the relevant context and content for painting a customer service strategy if you want to catch up.…

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 have a newish car and still hold to my original plan conceived in more affluent times: I'll swap it out...

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 group of industry experts last week. The session brief was 'Do something different to make the annual conference zing and…

Painting A Customer Service Strategy: session 4

This fourth session in the series on Customer Service Strategy looks at real world deliverables. By this I mean what you actually deliver to your customers as a portfolio of services. In previous posts we have talked about: How to re-frame the perceived value of…

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