Qology

05/10/2016

How hard can it be? Four things to consider when evaluating customer effort

26/08/2016

Independent consultants and management (applies to most industries)

“Age of the Independent Consultant” – Forging a Role in Customer Interaction Management

19/08/2016

Business plans are a waste of time and you're ideas are worth nothing!!

There is of course an important caveat to the admittedly brash and generalising statement above. If you are looking for money to start your…

19/08/2016

“The CEO guide to customer experience | McKinsey & Company https://t.co/6fB8L1K3JZ”

17/08/2016

The 30 elements of consumer value: a hierarchy. Via Harvard Biz Review http://buff.ly/2blh2Ya

Measuring—and delivering—what consumers really want

17/08/2016

“How do you build a multi-platform product? Start by breaking the silos in your team down. https://t.co/8WMmfwcfoe”

04/08/2016

"Only watching users reach the finish line?You’re missing most of the race" (or why cust journey mapping is floored)

Follow the Yellow Click Road.

02/08/2016

Conversational interfaces, and their impact on enterprise software

In years to come, conversations will breathe new life into software — particularly the boring enterprise tools millions of knowledge workers begrudgingly u…

11/06/2016

Some straightforward ideas on using lifetime [customer] value to influence interactions

Customer Lifetime Value (LTV) is the foundational metric of customer centricity. However, calculating lifetime value is a real challenge…

08/06/2016

Why customer experience isn't enough

Silicon Valley is the home of most of the world’s most influential tech companies.

03/06/2016

.Virtual Hold extends ININ PureCloud Callback Capabilities http://buff.ly/1r57sLD

Integration With Interactive Intelligence PureCloud Platform Continues Co-Development of Market Leaders

19/05/2016

14 Things You Can Learn From the LEGO Contact Centre

Here are some ideas we picked up from visiting the LEGO contact centre in Slough.

14/05/2016

"How to Win Your Competition’s Customers" with a faster hook

About a year ago, I wrote an essay about how to win your competition’s customers habits. Today, I’d like to share a quick video of the ideas in that article. Let me know what you think about this...

04/05/2016

What are you measuring? For who? And WHY?!?!?!

“What gets measured gets managed,” said Peter Drucker, America’s father of management philosophy.

04/05/2016

Why Netflix plays before you press play (and other journey-based design ideas)

Interaction with an app can feel like a chore or it can provide a fun and immersive experience — it’s up to us.

28/04/2016

Social media still considered a marketing function, leaving customers and prospects without the outcome they expect

Why companies need a cross-functional social media team.

28/04/2016

Customer effort is one thing. But your employs also expend effort - make it easy for then too!

Image courtesy of Joey Dunne. There’s a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization, whether it’s to buy a pr…

27/04/2016

Not to be mistaken with the need to deploy systems of insight and systems of engagement from the same vendor

“Contextual marketing requires alignment between systems of insight & systems of engagement. ”