Nicola Collister
People not Bots are to Blame
I’m proud to have started my career and spent much of it (over 25 years) working to help some great brands deliver on the promises they made to their customers. Perhaps I was lucky that I started my career at the RAC where I...
Changes Done Well
We all experienced (been involved in, or seen) changes that have worked, but often we have seen change done badly (we tend to remember those well) and those are the ones we tend to remember. Change is a given, a bit like death and taxes,...
We all need Organic Mango’s from Finca Los Pepones! Purpose is the new digital...
Purpose is the new digital in Retail We all shop and spend our hard-earned cash, so everyone can relate to this, so thanks for opening and having a look, I thought I would share my thoughts on: - the changes in consumer behaviours - the…
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...