Category Archives: Uncategorized

Stop excluding the high street from digital transformation

By | digital transformation, Uncategorized | No Comments

I have a passion for helping big organisations transform and adapt to the changing and complex, connected world we live in today. I also feel a great deal of sadness when I see high street shops close down. Empty buildings in my home town is becoming the new norm. The once bright lights, buzz, a place to socialise and enjoy an experience together. Now its full of sad, grey empty shells.  But I also love internet shopping. Who couldn’t say they enjoy the perks of getting whatever you want at the touch of a button in your own home? The…

Read More

Digital transformation: Is yours truly transformative? (Part 2 of 2)

By | Uncategorized | No Comments

Last week I talked about the idea that if businesses are to survive in the 21st century the need customer and digital in their DNA, “entwined and working together, internally and externally, to create truly transformative results.” I also talked about how this needs to be a cultural and operational shift in the way the business works, and I then suggested that there was a radical new idea that could help you achieve this in your business with its digital transformation… Before I tell you what this is, I want to explore why this is so difficult to achieve currently….

Read More

20 learnings from the frontline of social customer service (part 3 of 3)

By | Uncategorized | No Comments

This week in the third and final part of my 20 learnings from the frontline of social customer service, I share insights 15-20 (part 1 and part 2 here). 15. Build lines of communication across the business: Great social customer service can’t work in isolation. They need a two-way dialogue with other departments, for example, with product or marketing teams to understand when new launches or campaigns go out, so that the social servicing team is ready and prepared and also briefed to share feedback and insight. Consider how your teams collaborate internally and share learning; do you need to…

Read More

20 learnings from the frontline of social customer service (part 2 of 3)

By | Uncategorized | No Comments

Last week I shared the first 7 or my 20 learnings from the frontline of social customer service. Today I am sharing 8-14. If you missed the first post in this series, check back here. 8. Good team leaders are essential for social customer service: A good team leader will champion the team, instilling the culture and ethos that a great social customer servicing team needs. They also act as the conduit for insight back into the organisation, allowing you to capture actionable MI to ensure that service improvement is continuous. 9. Operating hours and SLAs should be led by…

Read More

What have BrightCultures been up to?

By | Banking & Finance, Conduct Risk, Culture, Social Customer Service, Social Media, Uncategorized | No Comments

Since we started BrightCultures back in March, we’ve been very busy bees! Here’s a brief update of what we’ve been working on at BrightCultures, together with our associate Michelle Goodall: We completed a big piece of social media strategy work across all of a large insurance company’s brands We created a social media strategy for a large charitable organisation that aligned their B2B and B2C engagement and presented a holistic view of the organisation externally We facilitated a workshop for a leading digital holiday company to help them set a vision for social media We developed a community strategy for another leading…

Read More

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…

Read More

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…

Read More

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…

Read More