Leadership

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Aug 2016

Good service needs smart tech and basic maintenance

Companies that adopt automation and other advanced technologies can reap significant rewards -- higher profits, reputation-building positive PR and more -- if they succeed at improving services for customers. But…

Aug 2016

Disruption

Is that study relevant? Ask questions, pay attention to your own experiences

As our society has become more diverse, we've discovered a myriad reasons to question what once seemed like rock-solid research. Decades of medical findings, for example, turned out to be…

Aug 2016

Disruption

In any demographic, customers expect ‘immediacy’ and human touch

It's no wonder that a generation used to always-on, instant communication should prefer to access customer service just as quickly and conveniently. But Generation Y's desire for easy interactions with…

Aug 2016

Disruption

China’s new mobile shoppers ripe for location-based marketing

Timing is important in marketing, but so, increasingly, is location. People served up targeted ads following a Web search at home, for instance, can end up judging those advertisements as needlessly…

Aug 2016

Disruption

Good customer care requires actually caring first

Think back to the best recommendations for businesses you've ever heard from friends and colleagues, and you'll probably find a common thread running through most of them: really great customer…

Jul 2016

Disruption

Remember to dance ‘with them what brung you’

No business can be static nowadays: technology, people's expectations, the world in general are all simply changing too quickly. A business that still has a 2006 mindset in 2016 has…

Jun 2016

Disruption

It’s time to move your systems from ‘no’ to ‘yes’

Some long-established customer service practices in business don't make much sense when you think about them for more than a minute or two. Consider, for example, the fact that most…

Jan 2016

Disruption

5 ways to position a brand in IoT

I’ve been lucky enough to work with some of the largest organisations in the world to help them position their brand and deliver real market differentiation for their clients. Here are…

Jan 2016

Disruption

Hello again…

My New Year's resolution is to blog again. It's been ages since I made time for it and I admit that family and business have sometimes taken over. This is Programmable.World…

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Leadership

Good service needs smart tech and basic maintenance

Is that study relevant? Ask questions, pay attention to your own experiences

China’s new mobile shoppers ripe for location-based marketing

Good customer care requires actually caring first

Remember to dance ‘with them what brung you’

It’s time to move your systems from ‘no’ to ‘yes’

5 ways to position a brand in IoT

Hello again…

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