All posts by Caz Yetman

Bright things for customer-obsessed brands #7

By | Bright things, customer experience | No Comments

A fortnightly round-up of bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT INSIGHTS Most brands ignore 7 in 8 messages on social media Read the report, or skip to the highlights.  10 investment priorities for heads of customer service. Among the top priorities for investment are; customer feedback, multi-channel integration and quality and customer satisfaction management.  Download the report here (sign in required). BRIGHT IDEAS Are you recruiting customer-centric staff? The story of Nationwide’s service culture based on PRIDE – principles which underpin recruitment, retention and the importance of embedding cultural change.View the video here. 7 tips…

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Bright things for customer-obsessed brands #6

By | Social Customer Service, Uncategorized | No Comments

A fortnightly round-up of bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT INSIGHTS Only 14% of companies measure customer satisfaction via social And the top 100 brands ignore 78% of tweets! Here’s three social customer care trends you need to know. Putting Social Customer Care Under The Microscope If you missed out on Conversocial’s webinar, ‘Putting social customer care under the microscope’ last week, you can still view the recording here along with the slides. Key takeouts included a list of KPI’s: Customer satisfaction – I agree that this is the most important one. Resolution rate…

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Bright things for customer-obsessed brands #5

By | Bright things, Social Customer Service | No Comments

A fortnightly round-up of bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT INSIGHTS Social Customer Care: Do Millienials Really Matter? A great piece from Guy Stephens on the disconnect between the thinking of a CxO, the way orgs are structured and the way the customers buy, communicate, engage, complain, interact and experience. Read up. 10 ways Amazon has changed customer service in 20 years “Back in Amazon’s early years, the company was a small yet innovative bookseller, providing little indication that it would one day grow into the e-commerce behemoth that it has become. Today, Jeff…

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Bright things for customer-obsessed brands #4

By | Social Customer Service | No Comments

Bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT IDEAS A blog from Joshua March, Conversocial CEO, about how the new changes to Twitter DM’s will have a big impact for brands solving customer service issues on Twitter. Read more. This first in a new series of podcasts called, ‘Focus on Customer Service’, features Natanya Anderson, the global director of social media, CRM and customer service for Whole Foods Market. It’s worth a listen if you’d like to learn more about Whole Foods’ philiosophy toward customer service, the role it plays within the company and tips on how…

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Bright things for customer-obsessed brands #3

By | Uncategorized | No Comments

Bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT IDEAS Starbucks partnered with Spotify to empower baristas to influence customer experience Read more ‘The Cheating Strategist’s guide to Mary Meeker’s Digital trends 2015’ has some good insight into mobile and digital trends and consumer behaviour. See the slideshare below: I took part in a webinar last week on ‘digitising the customer experience in banking‘ with panel experts from Barclays, Santander, Lloyds and Cofax. Watch the entire recorded webinar here, or read my highlights below: Put customers at the heart of the business and innovation will happen The…

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Bright things for customer-obsessed brands #2

By | Social Customer Service | No Comments

Bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT DEVELOPMENTS Google and Twitter have teamed up so your tweets are now more searchable. Read more. Two case studies this week demonstrating a very strong ROI for better customer experience: KLM’s social efforts generated 25 million euros in 2014. Look inside the strategy. Ryanair had 66% increase on full-year earnings because of a ‘softer approach to customer service”. Read more. BRIGHT READS “Contact centers must adapt to a new culture – the social first culture – if they want to continue to compete, grow and succeed”. Read…

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Interesting things for customer-obsessed brands #1

By | Uncategorized | No Comments

Because I’m not very good at blogging or #workingoutloud on a regular basis, I thought I’d try something new. Here’s a curation of stuff I’ve read and been thinking about this week, for customer-obsessed brands wanting to thrive in a digital world. As this is the first one, I’m very keen to hear back from you – does this work for you? Is there something interesting / useful here? What would you like to see more / less of next time? ________________ What’s new in social…? Two big stories from Facebook this week… Facebook takes a major step closer to…

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5 ways to future-proof your strategy

By | Culture, Social Media | No Comments

These are my key takeouts from a recent strategy roundtable event – 5 ways to future-proof your strategy: A question from the group emerged around how they could remain a commercial business and stay true to their values at the same time. All the companies present, from both for profit and NFPs, felt that being a values driven organisation was extremely crucial for providing commercial value because it leads to trust and loyalty. But it’s also a good indication of the health of the organisation itself, which is starting to be used as a key measure in some companies. 2….

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I’m bored of social media and here’s why…

By | Social Media | No Comments

I’ve spent the last few years telling organisations to invest in social media, to create a Facebook Page, set up a Twitter presence, start buzz monitoring and to be equipped to engage customers in conversations online… …usually to find that most people are only concerned about not keeping up with their customers. And although this is a valid concern, it shouldn’t be the only reason for investing in social media. The thing is, I don’t actually care about Facebook, Twitter, Instagram, Vine, Snapchat etc. Although I think these can be really useful tools to help some of the more important…

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Developing Resilient Organisations

By | Mindfulness, Resilience | No Comments

Being a resilient organisation means having the capability and engagement to deal with fast-moving, strategic challenges and opportunities. The aim of this whitepaper is to lay out the evidence of mindfulness practices in a way that helps do this. It Is intended for leaders and individuals who want to help develop resilient organisations, where the people within them can be more inspired, happy and empowered during volatile times.

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