The Myths of Automation or AI Again?

The Myths of Automation or AI Again?

To even the most casual reader it seems like every day there is a news story about some wonderful thing that AI is doing for us or perhaps doing to us and we should be very wary because this is a bad thing and so on. The need to have a story angle for much of the...
Hold my beer customer service

Hold my beer customer service

Just this week United Airlines dragged a customer off a plane and destroyed their brand for many customers. Last week Pepsi and Nivea also had tone deaf communications disasters. These are high profile screw-ups but many companies do worse on a daily basis by...
Customers in the Middle

Customers in the Middle

As often happens the last post on customer service prompted a flurry of emails. Thanks to Philip for the ideas in this extended sequence as quoted below. In effect a guest post… “Churn is a well known issue in the telecommunications sector but I was piqued...
Customers in the Middle

Customer Circus or Customer Capital

When people ask “What business are you in?” I would say I’m in the business of leveraging customer capital. The concept of customer capital includes goodwill and increasingly in these days of social media the ability to communicate widely about...
Customers in the Middle

Product Innovation & Video

TED just released news (June 2008) that there have been more than 50 million downloads of their videos. Ashley Highfield of the BBC mentions that iPlayer has now had more than 75m video downloads (as at May 2008) so clearly we are moving into a new era of accelerated...