Member Since: 12th Apr 2012
Most businesses care profoundly about their customers, but struggle with the costs of managing them and maintaining their loyalty. I help you reduce the costs of managing your customers and make them more loyal.
How? In three ways:
1. Strategy: One of your biggest expenses in customer management is communication - the basic, operational everyday stuff. Yet this is the most powerful customer loyalty tool you have. I evaluate your customer communications objectively, the strategy and processes behind them and then make them simpler, easier to manage and more effective.
2. Content: There’s a hidden cost to customer communications - the cost of complaints, bad PR and social media slatings, escalated complaints, queries and mistakes. I transform your communications to make them more human, clearer and simpler to understand. That means fewer mistakes, escalations and queries and improved loyalty.
3. Training: When your customer teams understand the value of communication and how to communicate better, they’re more confident, clear and effective. I train them to become better, self-sufficient communicators in writing and in person.
The impact? Your organisation becomes easier to deal with, your customers feel like you care and stay loyal. You reduce the costs of managing them, make life simpler for your customer services teams and stop churn.
Get in touch and tell me about the customer problems you’re facing. I love this stuff, so I really will be happy to help solve them.
Managing Director Rubuss Limited
23rd Jan 2017
As a customer fighting the now traditional battle to get a promised callback out of Vodafone, I’m rather looking forward to artificial...Blog
26th Nov 2015
“Well, why the *&^(%$ is your system so *&^&&^ing slow?” That was pretty much the customer’s opening line. And the call got...Blog
10th Mar 2015
Everyone gets complaints. Almost no-one likes them. That’s because they’re a complicated blend of the rational (“this thing you sold me...Blog
17th Feb 2014
I have a thing for watches. Sadly for my bank balance, this desire is not assuaged by a couple of Casios and a Timex. I have a thing for...Blog
28th Nov 2013
It really puzzled me. I was running a training course for a national customer services team and we’d just started looking at some of the...Blog
15th Nov 2013
Is it all down to tone of voice in customer communication? I don’t know if you’ve seen Allister Heath’s article in today’s Telegraph? He...Blog
16th Oct 2013
I was having a drink with a mate a couple of days ago. He’s just landed a new job in corporate comms, making sure that no-one infringes his...Blog
12th Jul 2012
The Olympics is all about excellence. Swifter. Higher. Stronger. Months of dedicated training and preparation. Not just for the athletes...Blog