Member Since: 17th Sep 2007
After 15 years in Higher Education both in Business Development and Marketing I set up Customer 1st International in 2005. During the past 10 years I have developed content in service strategies for the Accenture Supply Chain Academy, 23 courses in all.and also created 6 e-learning programmes for Unilever.
This year I launched two self-paced customer excellence programmes for customer service professionals and managers based on my two best sellers “The Best Practice Guide for Customer Service Professionals,” and “The Best Practice Guide for Customer Service Managers” under a new brand www.customer1st-online.com
I have also written " Welcome Management" and "Lead, Motivate and Succeed" for the English Tourist Council I initiated ICS Service Focus, two training courses for the Institute of Customer Service.
My team have worked globally, MTN Africa, which was particularly exciting as we delivered our on-line awards to over 2000 people. I have judged for the National Customer Service Awards and the Tourism South East Awards and written many articles and blogs over the years.
My passion is helping organisations to succeed by motivating and inspiring their workforce to deliver exceptional customer service making a real difference for the business.
I specialise in helping organisations, globally, to become more customer focused by helping them to develop customer focused strategies and customising quality learning resources for all their people.
Author Customer 1st International Ltd (UK)
4th Jun 2010
Yes, many companies do not devote sufficient attention and resources to clarifying (to customers and employees) the nature of the customer experience that their brand intends to deliver throughout the end-to-end customer journey. Social media, and its utilization by customers to exert more influence and power upon the sellers of the products and services they are buying, does seem to be bringing customers closer to their suppliers’ employees.
However, B2B companies often still have a large proportion of employees who do not deal with external customers, only internal customers, so focusing employees and also contract/account managers in B2B on their customers’ expectations and needs can only be a good thing. Let’s get everyone to be customer obsessed!
12th Dec 2009
-- Hi John
Lovely to meet a like minded person and thank you for your comments. Hope you enjoy mark 2...Stephanie