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Customer Service

This category contains 14 posts

ISIS Papyrus 2013 Open House – Focus on customer engagement

I spent an interesting day as a guest of ISIS Papyrus at their annual UK Open House and User Conference today.  The conference this year was structured around the “Customer Engagement Cycle”: Attract – Acquire – Care – Retain. The “Attract” phase is one where suppliers often bombard potential customers with too many marketing offers in the hope that … Continue reading

Business Model Design

By pure coincidence, in the past couple of days I’ve picked up links from a couple of my Associates, both pointing to the Business Model Canvas. Miriam Gilbert has provided a modified Business Model template (pdf) which you can download and is shown below.  The original Business Model Canvas (pdf download) is here.  The other link … Continue reading

Personalised Services – a range of options

I wrote recently about some experiences with a couple of organisations that were looking at new service delivery process designs.  I talked about the mistake of thinking about delivering “personal service” which inevitably meant face-to-face and (probably) high cost.  Instead, I suggested that “personalised service” was a more appropriate way of thinking through the options. Today, I’ve captured some of … Continue reading

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