Leadership and The Lone Nut

Posted on Leave a commentPosted in Business Optimisation

and now, some notes on leadership folks; Not Leadership We’re not necessarily talking about political leaders, pioneers or even executives. We’re talking about leaders. Having authority doesn’t automatically make you a leader. Heck, you don’t even need to be charismatic. Influence is the currency of leadership.   It’s the art of getting others to do […]

The very bad and no good eLearning

Posted on Leave a commentPosted in Education, eLearning

As big business gets bigger, we’re seeing more and more “old” eLearning material and it’s time to revisit some good advice from Cathy Moore. “Old” eLearning content is everything that hits the stereo type. It’s long, boring, full of buzzwords and not a lot of “learning” actually happens. If your eLearning program “tells” the customer what to […]

Is empathy dead?

Posted on Leave a commentPosted in Consumer Psychology, Customer Experience

Is Empathy Dead? It’s blog time again and we’re asking the tough questions. Is empathy dead? Recently we looked at the modern contact centre and asked “Are we losing our humanity?” The shift to chat and social channels certainly has changed the landscape in which we connect with our favourite brands, and it has also […]

Are we losing our humanity?

Posted on Leave a commentPosted in Consumer Psychology, Customer Experience, Customer Insight

    The social age Connecting with consumers online is now a expectation in customer service. In fact we have expectations down to response times. An extract from the 2015 Eptica Multichannel Customer Experience Study shows that for the majority of customers you have 6 hours to respond. Twitter is the fastest environment where not responding within […]