tag:blogger.com,1999:blog-66759571198553286932024-03-06T02:54:48.258+00:00_Unknownnoreply@blogger.comBlogger13125tag:blogger.com,1999:blog-6675957119855328693.post-5704949776301030542018-05-18T18:18:00.001+01:002018-05-24T20:41:58.594+01:00We've found another one....definitely a child of 2018<span style="color: white; font-family: "verdana" , sans-serif;">Yes, in our continuing hunt for customer experience monsters - let's meet our latest find - <b>The Data Devil</b></span><br />
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<u style="text-underline: single;"><span style="font-weight: bold;"><span style="color: white; font-family: "verdana" , sans-serif;">How to Spot?</span></span></u></div>
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<span style="color: #595959;"><span style="color: white; font-family: "verdana" , sans-serif;">A creature only really discovered in 2018 with the introduction of GDPR. It feeds on consumers' lack of understanding about the new legislation around data and privacy. Its method of attack is to bombard people with confusing and worrying messages </span></span></div>
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<u style="text-underline: single;"><span style="font-weight: bold;"><span style="color: white; font-family: "verdana" , sans-serif;">How to get rid of?</span></span></u></div>
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<span style="color: #595959;"><span style="color: white; font-family: "verdana" , sans-serif;">First, let’s be fair, many forward-thinking organisations have used this change as an opportunity to have an open and honest two-way communication with their customers about the data that they hold and how they use it to benefit the experience the customer receives. </span></span></div>
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<span style="color: #595959;"><span style="color: white; font-family: "verdana" , sans-serif;">This is far better than some other organisations who have used their email communications to virtually scream at people to ‘press this button to opt-in’ without really explaining what that means!</span></span></div>
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<span style="color: #595959;"><span style="color: white; font-family: "verdana" , sans-serif;">It will interesting to see in the long run, which approach delivers better customer relationships, both in terms of engagement and long-term value.</span></span></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-6675957119855328693.post-28068650661830208782016-10-31T12:15:00.000+00:002016-10-31T11:18:27.040+00:00Introducing another new monster - the Boring Blob<span style="font-family: "verdana" , sans-serif;">We've been digging & looking around the place and found a new monster - bit of a challenge to find this one - <b>The Boring Blob</b></span><br />
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh0mo5B7VySDGtLAnxANQ4Qc-JuRHr9gu3Olg6XXl3rUFXm1TUArA2cXPRrEXRjtJF8vP0TLiAOyDaNBJGr3RYFOsZEbj4Qzl61mFwelnaiH6i1ZPKs6Mx919YyNw0tSMYoG8eDDDe96FM/s1600/blob+monster.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh0mo5B7VySDGtLAnxANQ4Qc-JuRHr9gu3Olg6XXl3rUFXm1TUArA2cXPRrEXRjtJF8vP0TLiAOyDaNBJGr3RYFOsZEbj4Qzl61mFwelnaiH6i1ZPKs6Mx919YyNw0tSMYoG8eDDDe96FM/s640/blob+monster.png" width="640" /></a></div>
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<span style="font-family: "verdana" , sans-serif;"><b>How to Spot?</b></span><br />
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<span style="font-family: "verdana" , sans-serif;">This is a creature of low energy & enthusiasm, it has a well know catch phrase of "I can't be bothered!"</span><br />
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<span style="font-family: "verdana" , sans-serif;">It often manifests itself in unplanned and boring communications to customers that are unappealing and lack any form of engagement. To minimise the Blob's effort, it often tries to use an organisation view of things rather than looking at things from a customer point of view.</span><br />
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<span style="font-family: "verdana" , sans-serif;">So, if a customer can obtain a discount or add extra functionality to their account via the company website, this creature will send a boring text based communication using lots of technical detail, rather than a visually driven 'how to' supportive communication that helps customers gain the maximum benefit from what the company can offer them.</span><br />
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<span style="font-family: "verdana" , sans-serif;"><b>How to get rid of?</b></span><br />
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<span style="font-family: "verdana" , sans-serif;">- When planning communications for customers, always think through the customers eyes - use any existing research about what they look for and perhaps draft into your project team, someone who doesn't work in your marketing or communication team.</span><br />
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<span style="font-family: "verdana" , sans-serif;">- Think about the story that you are wanting to get across and build your communication from that base.</span><br />
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<span style="font-family: "verdana" , sans-serif;">- Attend conferences/webinars/online training that can stimulate you with new ideas and approaches that you can feed into your communications.</span>Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-6675957119855328693.post-51024525230606513522014-02-04T14:02:00.000+00:002014-02-04T14:18:21.449+00:00Found it.............The Easy Rider<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiUGqym44HXVYkHcn2WYZqCufJvZAKfMTkuIGhy99OsNPxgupBKdVhd4ZMZo_oXdpezeNu8fZLBzJyDPPCvAtdW2b3i1u2kKahaV4DwNsdm1hvL5JQbmV0yTmCp-g1kGVoNgj6myrllmK8/s1600/7th+monster.png" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiUGqym44HXVYkHcn2WYZqCufJvZAKfMTkuIGhy99OsNPxgupBKdVhd4ZMZo_oXdpezeNu8fZLBzJyDPPCvAtdW2b3i1u2kKahaV4DwNsdm1hvL5JQbmV0yTmCp-g1kGVoNgj6myrllmK8/s1600/7th+monster.png" height="318" width="320" /></a></div>
<span style="font-family: Verdana, sans-serif;">After much searching around Fred's business, we have finally tracked down the 7th monster. </span><br />
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<span style="font-family: Verdana, sans-serif;">So let's meet <i>The Easy Rider.</i></span><br />
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<u style="text-underline: single;"><span style="font-size: 10pt; font-weight: bold;"><span style="color: white; font-family: Verdana, sans-serif;">How
to Spot?</span></span></u></div>
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<span style="color: white; font-family: Verdana, sans-serif;"><span style="font-size: 10pt;">This
grisly gremlin will try to disguise itself behind an image of hard work and
efficiency. However, little do you know that they are cutting corners and
performing the bare minimum at every stage of the process. They will always
suggest a simple option regardless of the </span><span style="font-size: 10pt;">query, </span><span style="font-size: 10pt;">and have no interest in pushing
themselves or learning new things which may increase their workload.</span></span></div>
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<u style="text-underline: single;"><span style="font-size: 10pt; font-weight: bold;"><span style="color: white; font-family: Verdana, sans-serif;">How
to get rid of?</span></span></u></div>
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<span style="color: white; font-family: Verdana, sans-serif;"><span style="font-size: 10.0pt;"><span style="mso-special-format: bullet;">-</span></span><span style="font-size: 10pt;">Keep </span><span style="font-size: 10pt;">your eyes open to those who resist change
and new opportunities</span></span></div>
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<span style="color: white; font-family: Verdana, sans-serif;"><span style="font-size: 10.0pt;"><span style="mso-special-format: bullet;">-</span></span><span style="font-size: 10pt;">A </span><span style="font-size: 10pt;">good way to encourage and attract
employees who want to learn and grow is by offering incentives such as,
training opportunities, pay rises, promotions or rewarded behaviour. </span></span></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-6675957119855328693.post-37464216283038173242013-09-18T12:32:00.000+01:002013-09-18T12:32:17.902+01:00Fred gets some help in<div class="separator" style="clear: both; text-align: center;">
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<span style="font-family: Verdana, sans-serif;">As Fred has started to get a handle on the first six monsters he found lurking in his organisation, he's concerned that there may be others hiding about the place.</span><br />
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<span style="font-family: Verdana, sans-serif;">He's gone and got some help to track down whatever new fiendish creatures may have infiltrated his organisation. Meet Harriet, a customer experience expert who comes highly recommended. She already thinks she is on the trail of a new Monster - watch this space in the coming days for more details!</span>Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-6675957119855328693.post-85578163230324778982013-09-13T15:27:00.002+01:002013-09-13T15:36:47.332+01:00The Monsters in the News<div class="separator" style="clear: both; text-align: center;">
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<span style="font-size: large;">Breaking News</span> -<br />
<h3>
Some of our Monsters have sneaked out for a bit - they've featured in the blog of Insight Narrator.</h3>
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Click <span style="white-space: pre-wrap;"><a href="http://ow.ly/oPYmD"><span style="color: orange;">here</span></a> to have a look at what they had to say about</span> our fiendish fiends.<br />
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Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-6675957119855328693.post-92098082759657232222013-07-05T10:20:00.001+01:002014-06-30T09:23:43.081+01:00Fred's challenge<div class="separator" style="clear: both; text-align: center;">
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<span style="font-family: Verdana, sans-serif;"><br /></span></div>
<span style="font-family: Verdana, sans-serif;">Meet Fred – he works blooming hard running an organisation that that provides a range of services to hundreds of thousands of customers every year. However, he currently has a problem!</span></div>
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<span style="font-family: Verdana, sans-serif;">He has always been really proud about the experience his company gives to his favourite people, his customers – however he has noticed that a number of customer based KPI’s are deteriorating and he has become worried.</span><br />
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<span style="font-family: Verdana, sans-serif;">As he
has taken a closer look around his business, he’s seen things lurking in the
shadows and heard mysterious noises coming out of cupboards, lockers and dusty
drawers. Having investigated closer, he has realised his business has been
invaded by some real nasties and he’s going to have his hands
full trying to deal with them.</span></div>
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<span style="font-family: Verdana, sans-serif;">To
help others who face similar challenges, we’ve helped Fred describe his
monsters including how to spot each one and most importantly, get rid of them!</span></div>
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Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-6675957119855328693.post-16748769638103725052013-07-05T10:13:00.002+01:002013-07-05T10:13:34.765+01:00The Dis-engager<span style="font-family: Verdana, sans-serif;">I'm not bothered what you think - I'm the Dis-engager</span><br />
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh7V3tkC_q573AL95hsGoYh1Zc08rdJp4Mv7OJzAqC1kfPB_CEUq52bGeefS3Qq5W27nKxSbdyMiMaWxZrl6qIl6NlnnHdAsUajiPBuvh-iH518vH-M-MBqK8BgxgKNKfbQTHzqf4Zrxo8/s335/de.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh7V3tkC_q573AL95hsGoYh1Zc08rdJp4Mv7OJzAqC1kfPB_CEUq52bGeefS3Qq5W27nKxSbdyMiMaWxZrl6qIl6NlnnHdAsUajiPBuvh-iH518vH-M-MBqK8BgxgKNKfbQTHzqf4Zrxo8/s335/de.png" height="320" width="319" /></a></div>
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<span style="font-family: Verdana, sans-serif;"><b><u><br /></u></b></span>
<span style="font-family: Verdana, sans-serif;"><b><u>How to Spot?</u></b></span><br />
<span style="font-family: Verdana, sans-serif;">This trouble maker creates some of the most recognised symptoms in the staff : rumours & gossip being spread, no curiosity in their business or their future, do nothing to identify innovation or new ideas, do not have strong communicational relationship with their manager.</span><br />
<span style="font-family: Verdana, sans-serif;"><br /></span>
<span style="font-family: Verdana, sans-serif;"><b><u>How to get rid of? </u></b></span><br />
<span style="font-family: Verdana, sans-serif;">Don’t worry, there are many solutions to this problem – here are a few</span><br />
<span style="font-family: Verdana, sans-serif;">Staff will understand the importance of what they do when they see their fit in the big picture</span><br />
<span style="font-family: Verdana, sans-serif;">Regular feedback on performance is always crucial</span><br />
<span style="font-family: Verdana, sans-serif;">Empower staff to make a difference for customers - don’t tie them to unmovable rules & processes</span><br />
<div>
<br /></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-6675957119855328693.post-46429254024298336742013-07-05T10:02:00.001+01:002013-07-05T10:02:06.063+01:00The Lacklustre Liar<span style="font-family: Verdana, sans-serif;">No, thats's not my name, I'll come back to you with it ....... honest!</span><br />
<span style="font-family: Verdana, sans-serif;"><br /></span>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgSPpofyYk_n6C_RPm6lg49Nyq-TAMFfExaMMkAxO_meqZC9ceQ5pGfwqQj26uD3y_H3G0TrbdcGVuh9k1ZuxGKu5-U6CM9BZ1M6yNuXcxxuVr0gk1WIueYAfRMlYAmN5_H2z4tocdL7y4/s335/ll.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgSPpofyYk_n6C_RPm6lg49Nyq-TAMFfExaMMkAxO_meqZC9ceQ5pGfwqQj26uD3y_H3G0TrbdcGVuh9k1ZuxGKu5-U6CM9BZ1M6yNuXcxxuVr0gk1WIueYAfRMlYAmN5_H2z4tocdL7y4/s335/ll.png" height="320" width="319" /></a></div>
<span style="font-family: Verdana, sans-serif;"><br /></span>
<span style="font-family: Verdana, sans-serif;"><br /></span>
<span style="font-family: Verdana, sans-serif;"><u>How to Spot?</u></span><br />
<span style="font-family: Verdana, sans-serif;">This horrible creature can be found wherever a company projects itself as being easy to contact but in reality the truth is far from this - not answering the phone quickly, impenetrable IVR, a website that produces emails that disappear into a virtual black hole are all signs of the Liar being in residence.</span><br />
<span style="font-family: Verdana, sans-serif;"><br /></span>
<span style="font-family: Verdana, sans-serif;"><u>How to get rid of?</u></span><br />
<span style="font-family: Verdana, sans-serif;">Establish a “company response standard” checking systems are in place to deliver the agreed response</span><br />
<span style="font-family: Verdana, sans-serif;">Communicate this to your workforce as “this is the way we do things around here”</span><br />
<span style="font-family: Verdana, sans-serif;"></span><br />
<span style="font-family: Verdana, sans-serif;">Monitor and support teams to deliver your customer promise</span><br />
<div>
<br /></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-6675957119855328693.post-39914356882396129662013-07-05T09:57:00.001+01:002013-07-05T09:58:31.982+01:00The Brain Baffler<!--StartFragment-->
<br />
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<span style="font-family: Verdana, sans-serif;">Why hello - how are you doing? Brain Baffler here</span></div>
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<span style="font-family: Calibri; font-size: 10pt;"><br /></span></div>
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<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiD6_kLtTK4hsTDPiztfOP1h-X4B7WLIxcRwsDrXjF-W6PznMz7DvNYg-kD_bN-FcJabPTaXAKLi7FqDfpiyz6sqC0bfUoHfsiQ1TsCAgmmGOwm1SM6o6wllFZYMm2SuNeupwtQK8WJBuI/s335/bb.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiD6_kLtTK4hsTDPiztfOP1h-X4B7WLIxcRwsDrXjF-W6PznMz7DvNYg-kD_bN-FcJabPTaXAKLi7FqDfpiyz6sqC0bfUoHfsiQ1TsCAgmmGOwm1SM6o6wllFZYMm2SuNeupwtQK8WJBuI/s335/bb.png" height="320" width="319" /></a></div>
<br /></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<u><span style="font-family: Calibri; font-size: 10pt; font-weight: bold;"><br /></span></u></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<u><span style="font-family: Verdana, sans-serif; font-weight: bold;">How
to Spot?</span></u></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">Overloading
people with too much information is this
creature’s specialism. If there is a way to confuse customers, this monster
will look to use it. Multiple numbers of brochures, long winded website pages and
verbose call centre scripts are all indicators this monster has been busy.</span></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;"><br /></span></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
</div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<u><span style="font-family: Verdana, sans-serif; font-weight: bold;">How
to get rid of?</span></u></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: .1in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; text-indent: -.1in; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">-Measure drop outs in customer journey</span></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: .1in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; text-indent: -.1in; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">-Undertake customer collateral review
using a “new pair of eyes”</span></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: .1in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; text-indent: -.1in; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">-Look to develop a single creative
delivery mechanism to make things more customer friendly</span></div>
<!--EndFragment-->Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-6675957119855328693.post-71385540998680423572013-07-03T21:35:00.001+01:002013-07-03T21:35:40.820+01:00The Jargon Jelly<span style="font-family: Verdana, sans-serif;">Hi there - Jargon Jelly here</span><br />
<span style="font-family: Verdana, sans-serif;"><br /></span>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi-Goovy7wfycciIp-2D8R7CfSb0Ao_7WmUn8F6G5EaVTUH1ioFCBiceOUOvOJ6xSkJRJO3hs7fzzJ82IpsecXg_B_QGfgERkJ9lfMWLQ0DDUcIvVSwNouRwDVFZPFB4NI3MKFRDf_1NOg/s336/3.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi-Goovy7wfycciIp-2D8R7CfSb0Ao_7WmUn8F6G5EaVTUH1ioFCBiceOUOvOJ6xSkJRJO3hs7fzzJ82IpsecXg_B_QGfgERkJ9lfMWLQ0DDUcIvVSwNouRwDVFZPFB4NI3MKFRDf_1NOg/s320/3.png" width="318" /></a></div>
<span style="font-family: Verdana, sans-serif;"><br /></span>
<span style="font-family: Verdana, sans-serif;"><br /></span>
<!--StartFragment-->
<br />
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<u><span style="font-weight: bold;"><span style="font-family: Verdana, sans-serif;">How
to Spot?</span></span></u></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">Often
found in literature, on websites and over scripted call centre scripts. Look
out for customers dropping out of web journeys and application processes –
that’s often where you’ll find this corporate fiend looking to kill off
customers early on.</span></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;"><br /></span></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
</div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<u><span style="font-weight: bold;"><span style="font-family: Verdana, sans-serif;">How
to get rid of?</span></span></u></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: .1in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; text-indent: -.1in; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">-Develop a
company “tone of voice” built around your brand values </span></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: .1in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; text-indent: -.1in; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">-Test with real customers</span></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: .1in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; text-indent: -.1in; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">-Find a champion (your “monster slayer”
)who is the living embodiment of your tone</span></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: .1in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; text-indent: -.1in; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">-Deploy ruthlessly into your business
ensuring your champion is empowered to make changes</span></div>
<!--EndFragment-->Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-6675957119855328693.post-77846133973814792022013-07-03T21:14:00.000+01:002013-07-03T21:15:37.070+01:00The Systems Sucker<!--StartFragment-->
<br />
<div class="separator" style="clear: both; text-align: left;">
<span style="font-family: Verdana, sans-serif;">Hey - this is me</span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg95kFxfagCaUjnWexXKe-bRK-5gs-0X8E922FDyGa9vB3vMQnsB-8wYF-GJUCqFlLsBnehxRsbuKXtEWH6-5k1fegBgFUpt7pxwO3O4ym4J8uC4oSr3VQdXO_9pamJ4YdMB7MTo5pAJiE/s335/SS.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg95kFxfagCaUjnWexXKe-bRK-5gs-0X8E922FDyGa9vB3vMQnsB-8wYF-GJUCqFlLsBnehxRsbuKXtEWH6-5k1fegBgFUpt7pxwO3O4ym4J8uC4oSr3VQdXO_9pamJ4YdMB7MTo5pAJiE/s320/SS.png" width="319" /></a></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<u><span style="font-weight: bold;"><span style="font-family: Verdana, sans-serif;">How
to Spot?</span></span></u></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">This
beast lurks inside organisations ‘ processes ensuring there is no join up
between how different areas of the business work together. A customer’s journey
will appear disjointed with no warm handovers between people .</span></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
</div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<u><span style="font-weight: bold;"><span style="font-family: Verdana, sans-serif;"><br /></span></span></u></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<u><span style="font-weight: bold;"><span style="font-family: Verdana, sans-serif;">How
to get rid of?</span></span></u></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: .1in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; text-indent: -.1in; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">-Firstly map out your existing customer
journeys</span></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: .1in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; text-indent: -.1in; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">-Include even the less obvious ones as
these are where you’ll find these fiends</span></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: .1in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; text-indent: -.1in; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">-Identify gaps remembering to review
customer complaint data and staff input</span></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: .1in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; text-indent: -.1in; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">-Rework journeys, prioritising highest
volume areas</span></div>
<!--EndFragment-->Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-6675957119855328693.post-52617787619783016602013-06-27T12:38:00.001+01:002013-07-05T10:03:25.175+01:00The Prioritising Phantom <span style="font-family: Verdana, sans-serif;">Hello - I'm the Prioritising Phantom. Read me first!</span><br />
<span style="font-family: Verdana, sans-serif;"><br /></span>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgAa9YG2SCZ6QLvbKplvmV3NR2ci8tPbd6dd50BJzqbYBfR9yNUj1Ff6HFykItbpbouze4DTDEEUpp9JmR6lFuoplzhL_YxMLP8eupW8v7JN0EnmJC4bphOkxX2yUVDOurY5oOcve22zKk/s335/PP.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><span style="font-family: Verdana, sans-serif;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgAa9YG2SCZ6QLvbKplvmV3NR2ci8tPbd6dd50BJzqbYBfR9yNUj1Ff6HFykItbpbouze4DTDEEUpp9JmR6lFuoplzhL_YxMLP8eupW8v7JN0EnmJC4bphOkxX2yUVDOurY5oOcve22zKk/s320/PP.png" height="320" width="319" /></span></a></div>
<span style="font-family: Verdana, sans-serif;"><br />
<!--StartFragment-->
</span><br />
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<u><span style="font-weight: bold;"><span style="font-family: Verdana, sans-serif;">How
to Spot?</span></span></u></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<u><span style="font-weight: bold;"><span style="font-family: Verdana, sans-serif;"><br /></span></span></u></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">A
bold and brassy behemoth that can
usually be found lurking near flipcharts in the Marketing department. It loves
dangling shiny baubles of gifts and discounts in front of new customers and at
the same time taunting existing customers that they can’t have them.</span></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;"><br /></span></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
</div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<u><span style="font-weight: bold;"><span style="font-family: Verdana, sans-serif;">How
to get rid of?</span></span></u></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<u><span style="font-weight: bold;"><span style="font-family: Verdana, sans-serif;"><br /></span></span></u></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: 0in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">Don’t
be scared of running campaigns to attract new customers - just make sure that </span></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: .1in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; text-indent: -.1in; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">-You compare any new offers with what you
provide to existing customers</span></div>
<div style="direction: ltr; margin-bottom: 0pt; margin-left: .1in; margin-top: 0pt; mso-line-break-override: none; punctuation-wrap: hanging; text-align: left; text-indent: -.1in; unicode-bidi: embed; word-break: normal;">
<span style="font-family: Verdana, sans-serif;">-Is there a benefit to providing something for existing customers, whether similar or very different?</span></div>
<!--EndFragment-->Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-6675957119855328693.post-28048705621307683072013-06-26T17:05:00.001+01:002013-07-03T21:37:35.987+01:00Hello - the Monsters are coming<span style="font-family: Verdana, sans-serif;">Shhhhhhhhhh - don't make too much noise, you might wake them!</span><br />
<span style="font-family: Verdana, sans-serif;"><br />
They've been with us for many years but until now, we haven't had a way to shine the torchlight of truth into the dark corners where they lurk ..................until now</span><br />
<span style="font-family: Verdana, sans-serif;"><br />
Come back soon to learn more about these critters that lurk in many businesses - they might even be wreaking havoc in YOUR business right now.</span><br />
<span style="font-family: Verdana, sans-serif;"><br />
<br />
The Monster Hunters</span>Unknownnoreply@blogger.com0