tag:blogger.com,1999:blog-13442707681217091052024-03-15T07:49:30.498+13:00The customer service experienceOrganisations in the private and public sector face a constant challenge: to meet - and exceed - the demands of their customers, whilst improving business efficiency and controlling cost.
What does this feel like for the customer? What happens when organisations get it right - or very, very wrong?
This blog shares some of my thinking, advice and experience in some of the best, and worst, in customer service delivery.Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.comBlogger26125tag:blogger.com,1999:blog-1344270768121709105.post-28123907341546998692019-09-30T14:14:00.002+13:002020-01-22T11:01:32.469+13:00Transforming service performance : When does organisational culture prevent learning?This article has moved. Please follow the link below:<br />
<a href="https://www.priceperrott.com/our-thinking/?post=when-complaints-culture-prevents-learning">https://www.priceperrott.com/our-thinking/?post=when-complaints-culture-prevents-learning</a><div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.comWellington, New Zealand-41.2864603 174.77623600000004-41.6685158 174.13078900000005 -40.9044048 175.42168300000003tag:blogger.com,1999:blog-1344270768121709105.post-44721650697022008232019-07-18T15:57:00.001+12:002020-01-22T11:01:44.531+13:00Transforming service performance : Putting consumers at the heart of Australia’s Aged Care Quality StandardsThis article has moved. Please follow the link below:<br />
<a href="https://www.priceperrott.com/our-thinking/?post=consumers-and-aged-care-quality-standards" target="_blank">https://www.priceperrott.com/our-thinking/?post=consumers-and-aged-care-quality-standards</a><div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com0tag:blogger.com,1999:blog-1344270768121709105.post-73664202458876448882019-02-11T16:51:00.000+13:002019-02-11T16:51:27.055+13:00Using Google Tag Manager with Analytics to track Tableau visualisations<h2>
Who's looking at your Tableau Public visualisations?</h2>
<div>
Customer insight, and understanding our customers' behaviour, is an essential 'behind the scenes' activity for any organisation. This blog takes a technical detour from my usual business focus, to help people using <a href="http://www.tableau.com/" target="_blank">Tableau</a> set up their dashboards to allow tracking with Google Analytics, using Google's Tag Manager.</div>
<div>
<br /></div>
<div>
This post builds on an excellent blog post by Tableau Zen Master <a href="http://www.twitter.com/@HighVizAbility" target="_blank">Jeffrey Shaffer</a>'s January 2017 article <a href="http://www.dataplusscience.com/TableauGoogleAnalytics.html" target="_blank">"Google analytics on Tableau public visualisations"</a> by addressing changes required to use Google Tag Manager.</div>
<div>
<br /></div>
<div>
If you're not interested in the technical stuff and came here for some customer service talk, why not head over to <a href="https://public.tableau.com/profile/priceperrott#!/" target="_blank">my Tableau Public page</a> and take a look at some analysis of complaints performance in the UK Public sector, UK Energy sector, New Zealand Official Information Act requests. Or you can see how UK MPs have been voting in Parliament during the Brexit debates.</div>
<div>
<br /></div>
<div>
If you'd like to find out more about setting up analytics for Tableau dashboards though, read on!</div>
<div>
<a name='more'></a></div>
<div>
<br /></div>
<div>
<h4>
Updating Analytics tracking for Google Tag Manager</h4>
<br />
I followed the instructions in Jeff's post, but Google have now produced Google Tag Manager, so this blog provides an update of the steps you can take to install tracking with Google Tag Manager. Doing so hugely simplifies the setup of Google Analytics tracking in Tableau Public dashboards, once you've got the initial setup in place.</div>
<div>
<br /></div>
<div>
This article is also based heavily on advice in <a href="https://carloseo.com/blog/" target="_blank">Carlos Escalera's outstanding blog posts</a> on removing unwanted spam and internal hits from your Google Analytics tracking.</div>
<div>
<br /></div>
<div>
Let me be clear, I'm no Google Tag Manager or Analytics expert, but using Carlos's blog articles I've managed to set up my own Google Analytics website tracking to filter out spam effectively and track hits on my Tableau Public dashboards, thanks to Jeff's article. It works, and this post tells you the method I used to achieve it.<br />
<br />
<h4>
How does tracking Tableau Dashboards with Google Tag Manager differ?</h4>
<br />
Google Tag Manager is intended to make it easier to manage a whole range of events on a website by configuring tags within Tag Manager, rather than having to code things into website scripts. For those of us who aren't hard core web developers, it means providing flexible tracking tools, without having to get down into the guts of scripts and coding quite as much as before.</div>
<div>
<br /></div>
<div>
In the context of setting up Google Analytics for Tableau visualisations, this means:</div>
<div>
<br /></div>
<div>
1. Configuring setup just once, to use oneTracking ID for all your Tableau dashboards</div>
<div>
2. Tracking a new dashboard's views can all be done from within Google Analytics more simply.</div>
<div>
3. Creating tracking for your dashboard now just involves copying one text file</div>
<div>
<br /></div>
<div>
Previously, to set up Google Analytics tracking, you had to provide a unique tracking ID code inserted into an HTML page on every single page you wanted to track. What Google Tag Manager does is change this to allow you to set up many tracking options, without having to amend code on your site so much.</div>
<div>
<br /></div>
<div>
Basically, once you're set up to use Google Tag Manager's tracking code, every hit to your site is pointed at the Tracking Manager. You then use this interface to configure what to do when a hit arrives at your site, rather than coding it into the web page. Much more flexible and powerful!</div>
<br />
<h4>
What if I already have Google Analytics tracking set up on my website?</h4>
<br />
<div>
If you already have Google Analytics set up, there's a bit of a "but" in here. You will need to do some migration of your site over to Tag Manager, as it changes the basis of the tracking code used. You can't just leave the original code there, or you'll start getting double counting on your analytics site.</div>
<div>
<br /></div>
<div>
Essentially, this involves:</div>
<div>
<ol>
<li>Setting up a Google Tag Manager account for your site. You'll get a new unique 'GTM' ID number for your site (just like your old Google Analytics tracking ID code).</li>
<li>Replace any existing Google Analytics ID code with the new GTM ID code snippets.</li>
<li>Set up any Analytics ID codes you still want to use for website tracking as Google Tag Manager tags and trigger events.</li>
</ol>
<div>
There's a battery of articles out there on the web about migrating your sites, so I won't cover that here. Just google "migrating to google tag manager" and spend as many hours as it takes!</div>
</div>
<div>
<br /></div>
<div>
Let's get on with the steps you need for tracking your Tableau dashboards. This updates the steps written by Jeff Shaffer in his original article, but I'd recommend you read his original article first as it explains the fundamental concepts well.</div>
<div>
<br /></div>
<div>
<div>
I've adapted the steps in Jeff's original article to:</div>
<div>
<ol>
<li>Use Google Tag Manager to set up Analytics Tracking</li>
<li>Create a single Google Analytics Tracking ID to track all my Tableau visualisations</li>
<li>Create a single template HTML code file using Google Tag Manager's tracking code</li>
<li>Use a copy of this template file, with a unique filename, to distinguish each dashboard</li>
<li>Remove the need for a unique Tracking ID, code and shortened URL link for every dashboard.</li>
</ol>
<div>
Let's get started.</div>
</div>
</div>
<br />
<h4>
How do I set up Tag Manager to track Tableau Dashboards?</h4>
<br />
<div>
You'll need four things to complete this:</div>
<div>
<br /></div>
<div>
1. Your own website, with SSL enabled.</div>
<div>
2. A Google Tag Manager account.</div>
<div>
3. A template file with some HTML code (we'll set this up in a second).</div>
<div>
4. A Google Analytics account.</div>
<div>
<br /></div>
<div>
<div>
<i>Step 1. Prepare a website directory ready for tracking</i></div>
<div>
<i><br /></i></div>
<div>
• On your website server, set up a new directory that's uniquely named. I used /analytics/</div>
<div>
<br /></div>
<div>
We'll be using this directory to hold individual tracking code files so we can identify individual dashboard file hits in Google Analytics. You'll use the full site pathname in Google Analytics set up.<br />
<br /></div>
</div>
<div>
<br /></div>
<div>
<i>Step 2. Get your Google Tag Manager GTM tracking code and create a template tracking file</i></div>
<div>
<br /></div>
<div>
You'll need a Google Tag Manager account ID from https://tagmanager.google.com/</div>
<div>
<br /></div>
<div>
<div>
If you haven't got a Google Tag Manager account set up already, create one. I've used a dummy website here, but I created the account for my live website. This *shouldn't* cause a problem if you're going to migrate, as it won't do anything until the tracking code is inserted and you'll be all set up to migrate other stuff later.</div>
<div>
<br /></div>
<div>
• Create an account (or use your current website one if you're already on Google Tag Manager).</div>
<div>
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjdFtoaK4c8ae60kzVMA6AmR3OCi8DK68uzN-b8tmDacRhnEE6cp4bDk4PKDkiayINdUqHop0Q1ePeC165d0CbbWEG2kpjkFMeHoH_k2iK1PisJVDixOUoZg59Jh5zyitRx53dwi758Kane/s1600/2019-02-11+2-tag+manager+account+name.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="717" data-original-width="595" height="640" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjdFtoaK4c8ae60kzVMA6AmR3OCi8DK68uzN-b8tmDacRhnEE6cp4bDk4PKDkiayINdUqHop0Q1ePeC165d0CbbWEG2kpjkFMeHoH_k2iK1PisJVDixOUoZg59Jh5zyitRx53dwi758Kane/s640/2019-02-11+2-tag+manager+account+name.png" width="530" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both;">
• Then create a Container using your website name.</div>
<div>
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg0I4cnXozrPZCby8JYX72BV8tqs00AyZMasfGXwHx7ZIWjOqhtk3y6CC09FqMoWfIqnLA_zedqP0_VlgU-YLFekJsoFw-ydixE_e0_eiLWlj1mVpqr5h3SPJdZMol9PzPesuolwlFHNfAe/s1600/2019-02-11+2-tag+manager+container+name.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="693" data-original-width="938" height="472" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg0I4cnXozrPZCby8JYX72BV8tqs00AyZMasfGXwHx7ZIWjOqhtk3y6CC09FqMoWfIqnLA_zedqP0_VlgU-YLFekJsoFw-ydixE_e0_eiLWlj1mVpqr5h3SPJdZMol9PzPesuolwlFHNfAe/s640/2019-02-11+2-tag+manager+container+name.png" width="640" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both;">
• You'll see your workspace page which contains your site's GTM tracking number in blue. Click it to see your tracking code. This is unique to your site.</div>
</div>
<div>
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgun34ECRpLW04qpoYvvyw_DlYMO4RQ4EZol5q28o88L5Qurs7OgScmdM285eIhXdxHUItvQtDyENWIaxT6p66_4mp9mYCXjYRE1FFtt2GrVfWxnDxZsCbWzmAIP2WUC0ft-Y54skWSAIct/s1600/2019-02-11+3-GTM+tracking+code.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="496" data-original-width="724" height="436" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgun34ECRpLW04qpoYvvyw_DlYMO4RQ4EZol5q28o88L5Qurs7OgScmdM285eIhXdxHUItvQtDyENWIaxT6p66_4mp9mYCXjYRE1FFtt2GrVfWxnDxZsCbWzmAIP2WUC0ft-Y54skWSAIct/s640/2019-02-11+3-GTM+tracking+code.png" width="640" /></a></div>
<div>
<br /></div>
<div>
<br /></div>
<div>
This code needs to go into every page that you'd like to track with Google Tag Manager.<head> and <body> part of every HTML page you want to track with Tracking Manager.</body></head></div>
<div>
<br /></div>
<div>
• Use a text editor to create a simple HTML template text file.</div>
<div>
• I'm calling it "tableau-tracking-template.html"<br />
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj341F3801GqXGdvQlZDHOkGfzYBam-BNVMDDHOkyb1VQIYfoZpuw63Rlfzu-JO1n8vxKgEps41DUHJ5F1Lhpa3sVvmYWKEqYJlDdQdiBiIzXnt_1tD4kAobsPnsgt3BuYolg0aXTEzY3Ov/s1600/2019-02-11+template+code.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="364" data-original-width="928" height="250" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj341F3801GqXGdvQlZDHOkGfzYBam-BNVMDDHOkyb1VQIYfoZpuw63Rlfzu-JO1n8vxKgEps41DUHJ5F1Lhpa3sVvmYWKEqYJlDdQdiBiIzXnt_1tD4kAobsPnsgt3BuYolg0aXTEzY3Ov/s640/2019-02-11+template+code.png" width="640" /></a></div>
<br /></div>
<div>
<br /></div>
<div>
• Save this file to your /analytics/ path. This is the master template you'll copy and rename for each dashboard you want to track via Google Analytics. That's all the coding you need to do finished now.</div>
<div>
<br /></div>
<div>
<br /></div>
<div>
<i>Step 3. Go to Google Analytics and get a new Tracking ID</i></div>
<div>
<br /></div>
<div>
In this method, we'll be using one Tracking ID for all our Tableau Dashboards.</div>
<div>
<br /></div>
<div>
• Open Google Analytics and go to the Admin screen</div>
<div>
• If you already have a website analytics account, you can select it and create a 'New Property'</div>
<div>
If not, you can set up a New Account (just as Jeff did in his original article)</div>
<div>
<br /></div>
<div>
• Set the Default URL to be the full pathname from Step 1 (e.g. https://your website/analytics/ )</div>
<div>
<br /></div>
<div class="separator" style="clear: both; text-align: left;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjpM8kHsB_gh70yPXd3TgR6F1J_3QEnQaHCh77A3_lx3hh7b4FYGKSLs3emitJquTpwoRBKTdz9_w5_ymQuy3SIkRcWbmZvJLzkxFy5-HOejUilqL13GnZLhetuDemukSMrQhjqDvJJk8LE/s1600/2019-02-11+1-set+up+new+analytics+account.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="756" data-original-width="552" height="640" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjpM8kHsB_gh70yPXd3TgR6F1J_3QEnQaHCh77A3_lx3hh7b4FYGKSLs3emitJquTpwoRBKTdz9_w5_ymQuy3SIkRcWbmZvJLzkxFy5-HOejUilqL13GnZLhetuDemukSMrQhjqDvJJk8LE/s640/2019-02-11+1-set+up+new+analytics+account.png" width="466" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: left;">
• Note down the Tracking ID you're given - you'll need that next to configure Google Tag Manager.</div>
<div class="separator" style="clear: both; text-align: left;">
<br /></div>
<div class="separator" style="clear: both; text-align: left;">
<br /></div>
<div>
<i>Step 4. Configure Google Tag Manager</i></div>
<div>
<i><br /></i></div>
<div>
Now we have our Tracking ID, we can set up Google Tag Manager. In essence, Google Tag Manager - once activated by the code on a webpage - is sitting there waiting for something to happen (a trigger event) at which point it will fire off an action (defined by a tag).</div>
<div>
<br /></div>
<div>
In our case, we want a hit on a Tableau Dashboard to register in Google Analytics.</div>
<div>
<br /></div>
<div>
In Tag Manager, first create a new <b>variable name</b> to hold your Tableau Tracking ID.</div>
<div>
<ul>
<li>Go to 'variables' and click 'new' under 'user defined variable'</li>
</ul>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhHTIDicnpbQi0cPqsIsJOVRvHhdebC-vLYXYSc4N7rn6MyGyTM5YNSnGh4pKXoQYCeveFXGRMHsjXq8Yy1u5AzB8LQ4eOFbXzHY-agZI-VJ4bj8U0-4rpXnHMZtzmel2wU21fKJGRb0Jq_/s1600/2019-02-11+Variables+screen.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="642" data-original-width="1223" height="334" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhHTIDicnpbQi0cPqsIsJOVRvHhdebC-vLYXYSc4N7rn6MyGyTM5YNSnGh4pKXoQYCeveFXGRMHsjXq8Yy1u5AzB8LQ4eOFbXzHY-agZI-VJ4bj8U0-4rpXnHMZtzmel2wU21fKJGRb0Jq_/s640/2019-02-11+Variables+screen.png" width="640" /></a></div>
<div>
<br /></div>
<ul>
<li>Call it 'Tableau Analytics Tracking ID' (or something similar)</li>
<li>Click in 'variable configuration' to set it up</li>
<li>Scroll down and pick 'Google Analytics Setting' as the variable type</li>
</ul>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEif1IEdseHOw7CZ0VmdWCwoDQbpIY-PM7Q1H4oFHaCTES68MBgLXvsFq68X38hwme88saMGgCc_dJQl84JuMdEFVVzakjWmlMMo_LTVeeHwaBpinsIJ3yIvcEVdWODGnr39pWrA7tOEVqM8/s1600/2019-02-11+Select+variable+type.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="671" data-original-width="1431" height="300" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEif1IEdseHOw7CZ0VmdWCwoDQbpIY-PM7Q1H4oFHaCTES68MBgLXvsFq68X38hwme88saMGgCc_dJQl84JuMdEFVVzakjWmlMMo_LTVeeHwaBpinsIJ3yIvcEVdWODGnr39pWrA7tOEVqM8/s640/2019-02-11+Select+variable+type.png" width="640" /></a></div>
<div>
<br /></div>
<ul>
<li>Enter the Tracking ID you created in Step 3 and click 'Save'</li>
</ul>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjnuEwrOh3kOe7VEI1D72Tl_CIHAZ2Ip23eT5zoqSGp0JJYOhPwRsOA0A0Ib7GsTQQdNwl6ZYrtxT8NL89G27SNnJlfHhmEVgAnUyg8GH48HJr5MN8KlDCybFs3i8hMOnW8zhJ1806jj2k7/s1600/2019-02-11+Tracking+ID+name.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="495" data-original-width="748" height="422" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjnuEwrOh3kOe7VEI1D72Tl_CIHAZ2Ip23eT5zoqSGp0JJYOhPwRsOA0A0Ib7GsTQQdNwl6ZYrtxT8NL89G27SNnJlfHhmEVgAnUyg8GH48HJr5MN8KlDCybFs3i8hMOnW8zhJ1806jj2k7/s640/2019-02-11+Tracking+ID+name.png" width="640" /></a></div>
<div>
<br /></div>
<div>
<br /></div>
</div>
<div>
This has set up your Tracking ID as a variable that can be used all over Google Tag Manager.</div>
<div>
If you did want to create more than one Tracking ID (for example, as Jeff's original article suggested, one for Tableau Online dashboards, one for Tableau Public dashboards etc.) this is where you'll do it.</div>
<div>
<br /></div>
<div>
You should now be back at the dashboard with your new variable name sitting under 'user defined variables'.</div>
<div>
<br /></div>
<div>
Next, we need to configure our <b>tag</b> which will fire when the web page is opened and the GTM tracking code is activated.</div>
<div>
<ul>
<li>Click 'tags' on the left side of the dashboard</li>
<li>Click 'new' to create a new tag</li>
<li>Name your tag - I called it 'Tableau Analytics Views Tag'</li>
<li>On 'tag configuration', click and select 'Google Analytics - Universal Analytics'.</li>
<li>Leave the track type as 'pageview' </li>
<li>Under 'Google Analytics Settings' you'll see the variable name you just created (which holds the tracking ID code). Pick this.</li>
</ul>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEioljWWL0DStaQLyMIcrCT9uxJ7hZ2nBH3UB6aHgxqh0IUwMWdobR__fynGJvJPhG_m4PkbZ4KQG3mTPBCAOIoKyrxEz3ce2agyGNIH-LuIwfD9BiE3H3GZFHCU10j66fMGbDrgLeeBn9qS/s1600/2019-02-11+Analytics+tag+setup.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="797" data-original-width="984" height="518" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEioljWWL0DStaQLyMIcrCT9uxJ7hZ2nBH3UB6aHgxqh0IUwMWdobR__fynGJvJPhG_m4PkbZ4KQG3mTPBCAOIoKyrxEz3ce2agyGNIH-LuIwfD9BiE3H3GZFHCU10j66fMGbDrgLeeBn9qS/s640/2019-02-11+Analytics+tag+setup.png" width="640" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div>
<br /></div>
</div>
<div>
That's set up the tag, which says <b>what</b> happens when the page is viewed - it'll signal out an event to our Tableau Analytics Tracking ID.</div>
<div>
<br /></div>
<div>
Now we need to set up the trigger. This is what tells Google Tag Manager <b>when</b> to act for this tag.</div>
<div>
<ul>
<li>Click under 'triggering' to set up a new trigger</li>
<li>Click '+' in the top right to create a new trigger event</li>
<li>Call the trigger 'Tableau Analytics Page Viewed'</li>
<li>Choose the trigger type of 'Page View'</li>
</ul>
</div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh6eS-JE4WAQnTctGiAsNlqQ9XXb6mp_DhOLpy2WBaXwhmt3x7zlCLwqU-N4ggnwcelLC_C6yRIBrjBXexO_vhxPPKENZX50463fT1yf8vNz9rOBi6yerl_8G0kRh6NRJ7nxIEqeQgRJ35c/s1600/2019-11-02+Trigger+page+view.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="797" data-original-width="1225" height="416" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh6eS-JE4WAQnTctGiAsNlqQ9XXb6mp_DhOLpy2WBaXwhmt3x7zlCLwqU-N4ggnwcelLC_C6yRIBrjBXexO_vhxPPKENZX50463fT1yf8vNz9rOBi6yerl_8G0kRh6NRJ7nxIEqeQgRJ35c/s640/2019-11-02+Trigger+page+view.png" width="640" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: left;">
We don't want this trigger to fire on every page view, as that'd mean it'll record hits when anything on the website is visited. We just want to see when Tableau dashboards are activated, so we'll qualify when the trigger is activated with the settings:</div>
<div class="separator" style="clear: both; text-align: left;">
</div>
<ul>
<li>Select 'Some page views'</li>
<li>Change the setting in box 1 to 'Page path'</li>
<li>Change the setting in box 2 to 'matches RegEx'</li>
<li>In box 3, enter a regular expression that defines the pathname we used for our site</li>
<ul>
<li>In my case this is \/analytics\/(.*)</li>
<li>If you've used a different pathname, just use that pathname</li>
<li>This is a regular expression, so you need to use a \ character before the / to ensure it's read as /analytics/</li>
<li>If you're not a regular expressions guru, this is saying that the trigger will fire whenever the page pathname contains /analytics/ anywhere. That's why we need to use a unique directory name that doesn't appear anywhere else in your website in step 1.</li>
</ul>
</ul>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjR1CAFTsh3CDOS7Ulr87WJLWDXhuCorZiEMp5HEUVY17p-eW35acvbI_oWHtFU9nARepdCjmvvsmnNJ6JKQ3DH86bJgY07BJIu5AfcnBIwkYurG6miUnu8V4Al0bU7umLK8_y3U294l8qT/s1600/2019-02-11+trigger+regex+setup.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="446" data-original-width="1276" height="223" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjR1CAFTsh3CDOS7Ulr87WJLWDXhuCorZiEMp5HEUVY17p-eW35acvbI_oWHtFU9nARepdCjmvvsmnNJ6JKQ3DH86bJgY07BJIu5AfcnBIwkYurG6miUnu8V4Al0bU7umLK8_y3U294l8qT/s640/2019-02-11+trigger+regex+setup.png" width="640" /></a></div>
<div>
<br /></div>
<br />
<div>
<ul>
<li>Save this trigger and then save the Tag page as well</li>
</ul>
<div>
That's all the configuration you're going to have to do now. What Google Tag Manager should now do is:</div>
<div>
<ol>
<li>When a file on your website with Google Tag Manager code in it is opened, it wakes up</li>
<li>If the file has the pathname /analytics/ it will send the page information to Google Analytics, under the Tracking ID Code you provided for Tableau Analytics.</li>
</ol>
</div>
</div>
<div>
What this means, is that you can now track any Tableau Dashboard you publish with Google Analytics, just by creating a copy of that template code file you created in step 2 and giving it a new name.</div><br/>
<h4>
How to publish a new dashboard with unique Google Analytics tracking</h4><br/>
<div>
We've essentially moved all the configuration of Tracking IDs that Jeff's article required for each individual dashboard into a single configuration step that you do just the once. Now, when you create a new Tableau Dashboard, there's just two steps to take.</div>
<div>
<ol>
<li>Take a copy of the template GTM code file and call it the name of your new dashboard</li>
<li>Exactly as per Step 4 in Jeff Shaffer's original article, create a web object somewhere on your dashboard. Set the URL to be the filename you've just created (in full, with your site name)</li>
</ol>
<div>
<b>Note</b> - if you don't have SSL enabled on your website, I found that Tableau pops up an error message that's visible to the user. This doesn't happen with SSL websites, so make sure your website server is set up with an SSL certificate and give it the full https://<your sitename="">/analytics/<dashboard filename="">.html path to look at.</dashboard></your></div>
</div>
<div>
<br /></div>
<div>
That's it. Now, whenever the web object on your dashboard is activated, Google Analytics will register a page view hit to the tracking ID.</div>
<div>
<br /></div>
<div>
By using a different filename for each of your dashboards (or if you wanted to, for each page within a dashboard), you're able to distinguish which dashboard (or page within it) has been viewed by the URL name that's activated in Analytics.</div>
<div>
<br /></div>
<div>
This means you can set up Google Analytics filters and tools etc. to start differentiating, but it certainly reduces the admin overhead on publishing trackable Tableau Analytics dashboards to simply renaming an html file on your website.</div>
<div>
<br /></div>
<div>
As the Google Tag Manager code doesn't require a new code insert each time, there's no coding. Even if you did want to set up separate tracking IDs, you can do all of that in Google Tag Manager, without any need to edit the underlying code files. That's the main change from Jeff's original article which I'm proposing here.</div><br/>
<h4>
What will I see in Google Analytics?</h4><br/>
<div>
Exactly as Jeff's original article suggested, you have the full power of Google Analytics now to play with. The key differentiator for your dashboards will be the URL filename. Here's an example of the standard realtime display for <a href="https://public.tableau.com/profile/priceperrott#!/" target="_blank">my Tableau Public visualisations</a>. By switching to the content view, I'm able to see which dashboard has been activated on the basis of its URL pathname.</div>
<div>
<br /></div>
<div>
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhttCXvAWKUstWVVwGCWUji1QBs9SY0k5hN912MPoJkMVMJFo_w9HMCnvpkOiA0RS3y6hRhQJsu4lk7qTRLPmmzCB3Gp9XN4XjjdE2-Rxvh_VDRga63bR6NH7RPt9Qh4TMDvisXWlDZzOHA/s1600/2019-02-11+GA+view+live.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="678" data-original-width="1423" height="304" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhttCXvAWKUstWVVwGCWUji1QBs9SY0k5hN912MPoJkMVMJFo_w9HMCnvpkOiA0RS3y6hRhQJsu4lk7qTRLPmmzCB3Gp9XN4XjjdE2-Rxvh_VDRga63bR6NH7RPt9Qh4TMDvisXWlDZzOHA/s640/2019-02-11+GA+view+live.png" width="640" /></a></div>
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhCjHWzc-OiSQd2EFtoxAeqSPsQPqkz_0_ddHs3F_fLcc32HKl7MRGsG8XBdWsVRE_7PLKoJwsM9aRAp81Tf8bHBBADfyKIdatcRVKcQ2jqB0Ua8WJ8uScQ2wIpZn0wvHZiOwUcY2lR_laG/s1600/2019-02-11+GA+view+by+content.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="513" data-original-width="1410" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhCjHWzc-OiSQd2EFtoxAeqSPsQPqkz_0_ddHs3F_fLcc32HKl7MRGsG8XBdWsVRE_7PLKoJwsM9aRAp81Tf8bHBBADfyKIdatcRVKcQ2jqB0Ua8WJ8uScQ2wIpZn0wvHZiOwUcY2lR_laG/s1600/2019-02-11+GA+view+by+content.png" /></a></div>
<div>
<br /></div><br/>
<h4>
Other steps to improve the quality of your Google Analytics reporting</h4><br/>
<div>
One thing you'll quickly find with this method is that every time your web object is triggered (on your own machine, in development or live), the event will fire. I'm sure there are some snazzy Google Tag Manager ways to avoid that which I'm not aware of.</div>
<div>
<br /></div>
<div>
There's also the question "How many of these hits are me looking at it, and how many are 'real' viewers?'. As Tableau Public only counts overall views (including your own), this is where Google Analytics can be really powerful in helping you see who's looking at your visualisations.</div>
<div>
<br /></div>
<div>
This is where I should introduce Carlos Escalera's blog posts. I came across Carlos' website some time ago and he provides superb advice on how to remove all that spam from SEO clickbait bots and crawlers from your Google Analytics stats.</div>
<div>
<br /></div>
<div>
Part of this is being able to filter out your own IP address, so you can effectively hide your own views. This works for the Tableau Dashboard tracking above.</div>
<div>
<br /></div>
<div>
If, like me, your internet provider gives you a Dynamic IP address this is a bit hard to do, but <a href="https://carloseo.com/exclude-dynamic-ip-google-analytics/" target="_blank">Carlos' recent blog post</a> is an excellent description of how to use Google Tag Manager to set a cookie that lets you filter out all your own views in Google Analytics.</div>
<div>
<br /></div>
<div>
I've tried it, it's a great primer on setting up Google Tag Manager too and you can add all the steps in his article to the configuration described above pretty easily.</div>
<div>
<br /></div>
<div>
In Google Analytics, set yourself up different views with the filters applied and you can easily switch between all views, your views and 'real people' views.</div>
<div>
<br /></div>
<div>
It's tremendously powerful and I'm well aware I've only scratched the surface. Hopefully this blog helps others publishing Tableau dashboards to make use of this toolset more effectively.</div>
<div>
<br /></div>
<div>
The question it doesn't help with is "why is nobody looking at my visualisations", but if you can help me out by taking a peek at <a href="https://public.tableau.com/profile/priceperrott#!/" target="_blank">my Tableau Public visualisations</a>, that'd be handy. After all, you made it this far.</div>
<div>
<br /></div>
<div>
<br /></div>
<div>
<br /></div>
<div>
<br /></div>
<div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com0Wellington, New Zealand-41.2864603 174.77623600000004-41.6685158 174.13078900000005 -40.9044048 175.42168300000003tag:blogger.com,1999:blog-1344270768121709105.post-7882860341009913652018-11-08T16:51:00.001+13:002020-01-22T11:02:00.586+13:00Is your organisation 'customer-centric' yet? A simple test to find outThis article has moved. Please follow the link below:<br />
<a href="https://www.priceperrott.com/our-thinking/?post=is-your-organisation-customer-centric">https://www.priceperrott.com/our-thinking/?post=is-your-organisation-customer-centric</a><div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com0tag:blogger.com,1999:blog-1344270768121709105.post-84773422590086512142017-11-24T22:19:00.001+13:002020-01-22T11:02:14.374+13:00How to ACE customer loyalty after a complaintThis article has moved. Please follow the link below:<br />
<div>
<a href="https://www.priceperrott.com/our-thinking/?post=how-to-ace-customer-loyalty">https://www.priceperrott.com/our-thinking/?post=how-to-ace-customer-loyalty</a></div>
<div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com0Wellington, New Zealand-41.2864603 174.77623600000004-41.6685158 174.13078900000005 -40.9044048 175.42168300000003tag:blogger.com,1999:blog-1344270768121709105.post-79121621117650424652017-09-26T20:26:00.000+13:002020-01-22T11:01:15.314+13:00Online customer service - Are you scoring own goals that'll break your business case?This article has moved. Please follow the link below:<br />
<a href="https://www.priceperrott.com/our-thinking/?post=online-customer-service-own-goals">https://www.priceperrott.com/our-thinking/?post=online-customer-service-own-goals</a><div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com0Wellington, New Zealand-41.2864603 174.77623600000004-65.5163623 133.46764200000004 -17.056558300000003 -143.91517tag:blogger.com,1999:blog-1344270768121709105.post-50401711310384684962017-02-22T18:04:00.000+13:002020-01-22T11:02:55.613+13:00We’re a 5 star hotel, but we’re not interested in your custom thanksThis article has moved. Please follow the link below:<br />
<a href="https://www.priceperrott.com/our-thinking/?post=five-star-customer-service-failure">https://www.priceperrott.com/our-thinking/?post=five-star-customer-service-failure</a><div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com0Wellington, New Zealand-41.2864603 174.77623600000004-41.6685158 174.13078900000005 -40.9044048 175.42168300000003tag:blogger.com,1999:blog-1344270768121709105.post-46281506479315615582015-07-09T00:13:00.002+12:002020-01-22T13:29:03.403+13:00The Rosemary Anne Price Research AwardThis article has moved. For details of the Rosemary Anne Price MS Research Award that helps research students attend the UK MS Frontiers bi-annual conference, follow this link:
<br />
<div>
<a href="https://www.priceperrott.com/charity-support.html">https://www.priceperrott.com/charity-support.html</a></div>
<div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com0Wellington, New Zealand-41.2864603 174.77623600000004-41.6685158 174.13078900000005 -40.9044048 175.42168300000003tag:blogger.com,1999:blog-1344270768121709105.post-58282658297327092442015-06-13T12:15:00.000+12:002020-01-22T11:03:44.529+13:00Human factors: how complaints psychology affects business performanceThis article has moved. Please follow the link below:
<br />
<div>
<a href="https://www.priceperrott.com/our-thinking/?post=complaints-psychology-affects-performance">https://www.priceperrott.com/our-thinking/?post=complaints-psychology-affects-performance</a></div>
<div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com1Wellington, New Zealand-41.2864603 174.77623600000004-41.6685158 174.13078900000005 -40.9044048 175.42168300000003tag:blogger.com,1999:blog-1344270768121709105.post-41706471042247033432015-03-26T16:13:00.000+13:002020-01-22T11:04:52.359+13:00Employee attitude can create a stellar customer experienceThis article has moved. Please follow the link below:
<br />
<a href="https://www.priceperrott.com/our-thinking/?post=employee-attitude-creates-stellar-customer-service">https://www.priceperrott.com/our-thinking/?post=employee-attitude-creates-stellar-customer-service</a><div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com1Wellington, New Zealand-41.2864603 174.77623600000004-41.6685158 174.13078900000005 -40.9044048 175.42168300000003tag:blogger.com,1999:blog-1344270768121709105.post-16479951981663299192015-03-06T17:29:00.000+13:002017-02-10T11:27:27.953+13:00Raising the standard for complaints - what's new in ISO 10002:2014?<span style="font-family: "arial" , "helvetica" , sans-serif;"><i><span lang="EN-GB">"Standards,
Jason; standards.” </span></i></span><span style="font-family: "arial" , "helvetica" , sans-serif;">That phrase is permanently emblazoned in my sub-conscious thanks to my
mother and I’ll wager there’s a fair few readers out there with similar parental
advice at the forefront of their mind now that I’ve mentioned it.</span><br />
<span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span>
<span style="font-family: "arial" , "helvetica" , sans-serif;">From the day
we’re old enough to understand that a knife and fork aren’t for decoration on
the dinner table, we’re taught the difference that setting and achieving high
standards makes in all aspects of life.</span><br />
<div class="MsoNormal">
<a href="https://www.blogger.com/blogger.g?blogID=1344270768121709105" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"></a><span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">Granted, if you suffer from the same mildly
obsessive-compulsive twitch as I do when faced with an incorrectly placed
apostrophe, this can sometimes seem like more of a curse than a blessing.</span></span></div>
<div class="MsoNormal">
<span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></div>
<div class="MsoNormal">
<span style="font-family: "arial" , "helvetica" , sans-serif;">However, in business – and especially in
customer service – standards mean everything. We’re always hearing about the latest
in ‘best practice’ and I’ve never been to a corporate event that featured “<i>Striving for mediocrity”</i> as a
motivational slogan.</span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">So how do standards – and in particular the
newly revised International Standard for Complaints Management, ISO 10002 -
help those responsible for delivering excellence in customer service?<o:p></o:p></span></span></div>
<a name='more'></a><h3>
<span lang="EN-US"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></h3>
<h3>
<span lang="EN-US"><span style="font-family: "arial" , "helvetica" , sans-serif;">Standards set the benchmark for continuous improvement</span></span></h3>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span>
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">Effective, high quality performance
standards define what customers can expect; how employees are expected to behave
and what needs to be done when service failures prevent those standards from
being reached.<o:p></o:p></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">When things don’t quite go to plan,
customers feel the pain of broken processes and those situations need to be
rectified quickly and efficiently.</span></span><br />
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span>
<span style="font-family: "arial" , "helvetica" , sans-serif;">A customer centric
organisation needs to do more than just resolve the immediate issue, by </span><a href="http://bit.ly/svc-imp1" style="font-family: Arial, Helvetica, sans-serif;" target="_blank">learning from the problem and preventing it happening again</a><span style="font-family: "arial" , "helvetica" , sans-serif;">. </span><span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">It’s vital that customers can effectively communicate their dissatisfaction and for
decisive, corrective action to follow swiftly. </span></span><br />
<span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span>
<span style="font-family: "arial" , "helvetica" , sans-serif;">If you’re in the business of serving customers
and managing their complaints when things go wrong, then it’s the ISO 10002 international
standard that sets out the benchmarks you should measure your
organisation’s performance against.</span></div>
<h3>
<span lang="EN-US"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></h3>
<h3>
<span lang="EN-US"><span style="font-family: "arial" , "helvetica" , sans-serif;">ISO 10002 changed in 2014 – how does the new version help me?</span></span></h3>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span>
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">It’s important to set some context first by
looking at how global complaints practice has developed and the implications of
this on the most recent 2014 revisions to ISO 10002.<o:p></o:p></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">In the last twenty years or so, it can be
argued strongly that the Australasian region has played a leading role in the
development of complaints management practices.</span></span><br />
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span>
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">Academic research into topics
such as unreasonable and persistent complainant behaviour <a href="https://www.blogger.com/blogger.g?blogID=1344270768121709105#_ftn1" name="_ftnref1" style="mso-footnote-id: ftn1;" title=""><span class="MsoFootnoteReference"><span style="mso-special-character: footnote;"><!--[if !supportFootnotes]--><span class="MsoFootnoteReference"><span lang="EN-GB" style="font-size: 10pt;">[1]</span></span><!--[endif]--></span></span></a> has
been combined with the front-line experience of organisations like the New
South Wales Ombudsman to develop guidance for complaint
professionals.<o:p></o:p></span></span></div>
<div class="MsoNormal">
<!--[if gte vml 1]><v:roundrect id="Rounded_x0020_Rectangle_x0020_1"
o:spid="_x0000_s1026" style='position:absolute;margin-left:-22.15pt;
margin-top:10.1pt;width:244pt;height:488.2pt;z-index:251659264;visibility:visible;
mso-wrap-style:square;mso-width-percent:0;mso-height-percent:0;
mso-wrap-distance-left:9pt;mso-wrap-distance-top:0;mso-wrap-distance-right:9pt;
mso-wrap-distance-bottom:0;mso-position-horizontal:absolute;
mso-position-horizontal-relative:text;mso-position-vertical:absolute;
mso-position-vertical-relative:text;mso-width-percent:0;mso-height-percent:0;
mso-width-relative:margin;mso-height-relative:margin;v-text-anchor:middle'
arcsize="5968f" o:gfxdata="UEsDBBQABgAIAAAAIQApm/tGBAEAAB4CAAATAAAAW0NvbnRlbnRfVHlwZXNdLnhtbKSRzU7DMBCE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" fillcolor="#043152" stroked="f">
<v:fill opacity="52428f"/>
<v:shadow on="t" opacity="22937f" mv:blur="40005f" origin="-.5,-.5" offset="0,1.81pt"/>
<v:textbox>
<![if !mso]>
<table cellpadding=0 cellspacing=0 width="100%">
<tr>
<td><![endif]>
<div>
<p class=MsoNormal>
<b style='mso-bidi-font-weight:normal'><span lang=EN-GB
style='font-size:11.0pt;mso-bidi-font-size:12.0pt;font-family:Optima'>About
the AS/NZ 10002:2014<br>
Complaint Management standard<br style='mso-special-character:line-break'>
<![if !supportLineBreakNewLine]><br style='mso-special-character:line-break'>
<![endif]><o:p></o:p></span></b></p>
<p class=MsoListParagraphCxSpFirst style='margin-left:18.0pt;mso-add-space:
auto;text-indent:-18.0pt;mso-list:l0 level1 lfo1'>
<![if !supportLists]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Symbol;mso-fareast-font-family:
Symbol;mso-bidi-font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Arial'>An ISO 10002
version containing detailed guidance on what’s necessary for world class
standards of complaint management<br style='mso-special-character:line-break'>
<![if !supportLineBreakNewLine]><br style='mso-special-character:line-break'>
<![endif]><o:p></o:p></span></p>
<p class=MsoListParagraphCxSpMiddle style='margin-left:18.0pt;mso-add-space:
auto;text-indent:-18.0pt;mso-list:l0 level1 lfo1'>
<![if !supportLists]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Symbol;mso-fareast-font-family:
Symbol;mso-bidi-font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Arial'>Compatible
with the ISO 9000 family of Quality Management Systems standards<br
style='mso-special-character:line-break'>
<![if !supportLineBreakNewLine]><br style='mso-special-character:line-break'>
<![endif]><o:p></o:p></span></p>
<p class=MsoListParagraphCxSpMiddle style='margin-left:18.0pt;mso-add-space:
auto;text-indent:-18.0pt;mso-list:l0 level1 lfo1'>
<![if !supportLists]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Symbol;mso-fareast-font-family:
Symbol;mso-bidi-font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Arial'>Covers
definitions, principles and practices of effective complaints management<br
style='mso-special-character:line-break'>
<![if !supportLineBreakNewLine]><br style='mso-special-character:line-break'>
<![endif]><o:p></o:p></span></p>
<p class=MsoListParagraphCxSpMiddle style='margin-left:18.0pt;mso-add-space:
auto;text-indent:-18.0pt;mso-list:l0 level1 lfo1'>
<![if !supportLists]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Symbol;mso-fareast-font-family:
Symbol;mso-bidi-font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Arial'>Applies to
organisations of any size, with specific guidance for small organisations<br
style='mso-special-character:line-break'>
<![if !supportLineBreakNewLine]><br style='mso-special-character:line-break'>
<![endif]><o:p></o:p></span></p>
<p class=MsoListParagraphCxSpMiddle style='margin-left:18.0pt;mso-add-space:
auto;text-indent:-18.0pt;mso-list:l0 level1 lfo1'>
<![if !supportLists]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Symbol;mso-fareast-font-family:
Symbol;mso-bidi-font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Arial'>Defines
complaint roles and responsibilities from the Chief Executive to
operational staff<br style='mso-special-character:line-break'>
<![if !supportLineBreakNewLine]><br style='mso-special-character:line-break'>
<![endif]><o:p></o:p></span></p>
<p class=MsoListParagraphCxSpMiddle style='margin-left:18.0pt;mso-add-space:
auto;text-indent:-18.0pt;mso-list:l0 level1 lfo1'>
<![if !supportLists]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Symbol;mso-fareast-font-family:
Symbol;mso-bidi-font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Arial'>Identifies
how to deal with unreasonable complainant conduct<br style='mso-special-character:
line-break'>
<![if !supportLineBreakNewLine]><br style='mso-special-character:line-break'>
<![endif]><o:p></o:p></span></p>
<p class=MsoListParagraphCxSpMiddle style='margin-left:18.0pt;mso-add-space:
auto;text-indent:-18.0pt;mso-list:l0 level1 lfo1'>
<![if !supportLists]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Symbol;mso-fareast-font-family:
Symbol;mso-bidi-font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Arial'>Addresses
the requirements for handling social media and disability awareness<br
style='mso-special-character:line-break'>
<![if !supportLineBreakNewLine]><br style='mso-special-character:line-break'>
<![endif]><o:p></o:p></span></p>
<p class=MsoListParagraphCxSpMiddle style='margin-left:18.0pt;mso-add-space:
auto;text-indent:-18.0pt;mso-list:l0 level1 lfo1'>
<![if !supportLists]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Symbol;mso-fareast-font-family:
Symbol;mso-bidi-font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Arial'>Addresses
data collection techniques and analysis for service improvement<br
style='mso-special-character:line-break'>
<![if !supportLineBreakNewLine]><br style='mso-special-character:line-break'>
<![endif]><o:p></o:p></span></p>
<p class=MsoListParagraphCxSpMiddle style='margin-left:18.0pt;mso-add-space:
auto;text-indent:-18.0pt;mso-list:l0 level1 lfo1'>
<![if !supportLists]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Symbol;mso-fareast-font-family:
Symbol;mso-bidi-font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Arial'>Guidance on
three level complaint handling<br style='mso-special-character:line-break'>
<![if !supportLineBreakNewLine]><br style='mso-special-character:line-break'>
<![endif]><o:p></o:p></span></p>
<p class=MsoListParagraphCxSpMiddle style='margin-left:18.0pt;mso-add-space:
auto;text-indent:-18.0pt;mso-list:l0 level1 lfo1'>
<![if !supportLists]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Symbol;mso-fareast-font-family:
Symbol;mso-bidi-font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span
lang=EN-GB style='mso-bidi-font-size:10.0pt;font-family:Arial'>Discusses
apology, redress, root cause analysis and continuous improvement<br
style='mso-special-character:line-break'>
<![if !supportLineBreakNewLine]><br style='mso-special-character:line-break'>
<![endif]><o:p></o:p></span></p>
<p class=MsoListParagraphCxSpLast style='margin-left:18.0pt;mso-add-space:
auto;text-indent:-18.0pt;mso-list:l0 level1 lfo1'>
<![if !supportLists]><span
lang=EN-GB style='font-size:9.0pt;mso-bidi-font-size:11.0pt;font-family:
Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol'><span
style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'>
</span></span></span><![endif]><span lang=EN-GB style='mso-bidi-font-size:
10.0pt;font-family:Arial'>Covers dispute prevention and management</span><span
lang=EN-GB style='font-size:9.0pt;mso-bidi-font-size:11.0pt'><o:p></o:p></span></p>
<p class=MsoNormal align=center style='text-align:center'>
<span lang=EN-GB
style='font-size:9.0pt;mso-bidi-font-size:11.0pt'><o:p> </o:p></span></p>
</div>
<![if !mso]></td>
</tr>
</table>
<![endif]></v:textbox>
<w:wrap type="through"/>
</v:roundrect><![endif]--><!--[if !vml]--><!--[endif]--><span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">The
resulting practice manuals <a href="https://www.blogger.com/blogger.g?blogID=1344270768121709105#_ftn2" name="_ftnref2" style="mso-footnote-id: ftn2;" title=""><span class="MsoFootnoteReference"><span style="mso-special-character: footnote;"><!--[if !supportFootnotes]--><span class="MsoFootnoteReference"><span lang="EN-GB" style="font-size: 10pt;">[2]</span></span><!--[endif]--></span></span></a>
and publications <a href="https://www.blogger.com/blogger.g?blogID=1344270768121709105#_ftn3" name="_ftnref3" style="mso-footnote-id: ftn3;" title=""><span class="MsoFootnoteReference"><span style="mso-special-character: footnote;"><!--[if !supportFootnotes]--><span class="MsoFootnoteReference"><span lang="EN-GB" style="font-size: 10pt;">[3]</span></span><!--[endif]--></span></span></a>
<a href="https://www.blogger.com/blogger.g?blogID=1344270768121709105#_ftn4" name="_ftnref4" style="mso-footnote-id: ftn4;" title=""><span class="MsoFootnoteReference"><span style="mso-special-character: footnote;"><!--[if !supportFootnotes]--><span class="MsoFootnoteReference"><span lang="EN-GB" style="font-size: 10pt;">[4]</span></span><!--[endif]--></span></span></a>
have included some exceptional advice, with many recommendations being adopted by
other organisations the world over.<o:p></o:p></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></div>
<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhRYNILZGrah8fK5EWBF3Xbz6NrEjTAFiDs07Ibr0lD37KRQ7DzwqAafjsp0O6EmWf-_fzqGyYLk47r0k_QxE_SWbCCNFgkaEMIr22rymPn9TKrrbqPjA2I34Wj7EVLWnIXWcowdpmrRTl7/s1600/2015-01+Standards+matter+v1_00+graphic.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" height="640" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhRYNILZGrah8fK5EWBF3Xbz6NrEjTAFiDs07Ibr0lD37KRQ7DzwqAafjsp0O6EmWf-_fzqGyYLk47r0k_QxE_SWbCCNFgkaEMIr22rymPn9TKrrbqPjA2I34Wj7EVLWnIXWcowdpmrRTl7/s1600/2015-01+Standards+matter+v1_00+graphic.jpg" width="320" /></a></div>
<span style="font-family: "arial" , "helvetica" , sans-serif;"><span lang="EN-GB">As with many ISO standards, the earlier
2004-6 releases stated much about </span><b style="mso-bidi-font-weight: normal;"><span lang="EN-GB">what</span></b><span lang="EN-GB"> an organisation needed to do, but did not prescribe the methods of </span><b style="mso-bidi-font-weight: normal;"><span lang="EN-GB">how</span></b><span lang="EN-GB"> this should be
achieved.<o:p></o:p></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">The Australia and New Zealand 10002:2014 revision
builds much of the region’s practical experience and published guidance into
the text of the standard itself, including an extended set of appendices offering
detailed advice.<o:p></o:p></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">Whilst the general themes are adopted by
the centrally published ISO version (July 2014), there remains a substantially advantageous
– and very different - structure to the AS/NZ version of 10002 published in
October 2014.<o:p></o:p></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">This structure reflects greater depth and detail,
particularly in the roles and responsibilities an organisation should have in
place for complaint management.<o:p></o:p></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">It’s significant for customer service
managers to understand this difference, regardless of where your organisation
is located in the world.<span style="mso-spacerun: yes;"> </span>When setting
world-class standards, we should look to the best as our measure – and in this
case, that is AS/NZ 10002:2014.<o:p></o:p></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">When you sit down with a nice cup of coffee
to read the International Standard for Complaints Management, you’ll find much
greater value in the practical advice offered by the AS/NZ 10002 (October 2014)
publication (available from <a href="http://www.standards.org.au/" target="_blank">Standards Australia</a>).<o:p></o:p></span></span></div>
<h3>
<span lang="EN-US"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></h3>
<h3>
<span lang="EN-US"><span style="font-family: "arial" , "helvetica" , sans-serif;">Action points for implementing the 10002 standard in your organisation</span></span></h3>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span>
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">Of course, finishing your cup of coffee is
just the start point. Now you need to put together a plan of action to take
your organisation from its current performance to the world-class requirements
you’ll have just read about in AS/NZ10002:2014.<o:p></o:p></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">There are four factors to bear in mind when
developing your next steps plan:</span></span></div>
<h4>
<b><span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></b></h4>
<h4>
<a href="https://www.blogger.com/blogger.g?blogID=1344270768121709105" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"></a><b><span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">1: Remember
it’s an exercise in business change.</span></span></b><br /><ol>
</ol>
</h4>
<h4>
<span style="font-weight: normal;"><span style="font-family: "arial" , "helvetica" , sans-serif;">The key
lessons of successfully </span><a href="http://bit.ly/svc-imp1" style="font-family: Arial, Helvetica, sans-serif;">implementing service
improvement</a><span style="font-family: "arial" , "helvetica" , sans-serif;"> apply, as they would to any other change programme or project. You must understand the attitude all those
involved with customer service in your organisation have towards complaints.</span></span></h4>
<h4>
<span style="font-family: "arial" , "helvetica" , sans-serif; font-weight: normal;"><br /></span></h4>
<h4>
<span style="font-family: "arial" , "helvetica" , sans-serif; font-weight: normal;">They create your
customers’ service experience through their day-to-day activities so if these
people aren’t with you, then any change programme runs a higher risk of failing
to deliver its benefits. Improving service requires people to change their
behaviour.</span></h4>
<h4>
<b><span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></b></h4>
<h4>
<b><span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">2: Understand
your baseline position</span></span></b></h4>
<div class="MsoNormal">
<a href="https://www.blogger.com/blogger.g?blogID=1344270768121709105" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"></a><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span>
<span style="font-family: "arial" , "helvetica" , sans-serif;">It’s critical to establish
your current strengths and weaknesses in complaints, so you can be confident
you’re improving in the right areas. </span><span style="font-family: "arial" , "helvetica" , sans-serif;">Undertaking a </span><a href="http://bit.ly/pp-cma" style="font-family: Arial, Helvetica, sans-serif;" title="Price Perrott's Complaints Management Assessment">Complaints Management
Assessment</a><span style="font-family: "arial" , "helvetica" , sans-serif;"> will help you to understand where you need to make performance
improvement changes most urgently, and which aspects of the 10002 standard are
most relevant for you to look at.</span></div>
<h4>
<b><span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span></b></h4>
<h4>
<b><span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">3: Prioritise
your improvement objectives</span></span></b></h4>
<div class="MsoNormal">
<span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span>
<span style="font-family: "arial" , "helvetica" , sans-serif;">There’s a lot of scope
to make improvements with so much ground covered by AS/NZ 10002:2014. It’s
important you don’t try to solve every problem at once, but focus your
attention on the most significant issues first. </span><span style="font-family: "arial" , "helvetica" , sans-serif;">Use the results
you achieve to build momentum and support amongst your people for further
changes, as part of a managed delivery plan.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b><span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">4: It’s
not a one off exercise, it’s the start of a process</span></span></b></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span>
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">If you’ve made it to the end of AS/NZ 10002:2014, you’ll see section 9 is all
about continuous improvement. </span></span><span style="font-family: "arial" , "helvetica" , sans-serif;">This means the changes
you make shouldn’t be ‘one hit wonders’, but the first step on your journey to
put complaints at the heart of customer service and continuous improvement.</span></div>
<div class="MsoNormal">
<span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></div>
<div class="MsoNormal">
<span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></div>
<div class="MsoNormal" style="margin-left: 36.0pt;">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">
<!--[endif]--><o:p></o:p></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">Whatever the right steps are for you, at
whatever pace you need to take them, putting a plan in place to ensure your
complaints operation is up to the latest AS/NZ 10002:2014 standards means you
can never be accused of “<i style="mso-bidi-font-style: normal;">Striving for
mediocrity.”<o:p></o:p></i></span></span></div>
<div class="MsoNormal">
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></span>
<span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">--<o:p></o:p></span></span></div>
<div class="MsoNormal">
<i style="mso-bidi-font-style: normal;"><span lang="EN-GB"><span style="font-family: "arial" , "helvetica" , sans-serif;">If
you’d like to know more about using the AS/NZ 10002:2014 standard to improve
your customer experience and complaints performance, register for our next <a href="http://bit.ly/ppciw" target="_blank">Complaints Improvement Workshop</a>.</span></span></i></div>
<div style="mso-element: footnote-list;">
<hr align="left" size="1" width="33%" />
<!--[endif]-->
<br />
<div id="ftn1" style="mso-element: footnote;">
<div class="MsoFootnoteText">
<span style="font-family: "arial" , "helvetica" , sans-serif; font-size: xx-small;"><a href="https://www.blogger.com/blogger.g?blogID=1344270768121709105#_ftnref1" name="_ftn1" style="mso-footnote-id: ftn1;" title=""><span class="MsoFootnoteReference"><span lang="EN-GB"><span style="mso-special-character: footnote;"><!--[if !supportFootnotes]--><span class="MsoFootnoteReference"><span lang="EN-GB">[1]</span></span><!--[endif]--></span></span></span></a><span lang="EN-GB"> </span><span lang="EN-US" style="font-size: 8.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Helvetica;">Lester, G. et
al., 2004. Unusually persistent complainants. <span style="mso-bidi-font-style: italic;">The British Journal of Psychiatry</span>, 184(4), pp.352–356.</span><span lang="EN-US" style="font-size: 8.0pt; mso-ansi-language: EN-US;"><o:p></o:p></span></span></div>
</div>
<div id="ftn2" style="mso-element: footnote;">
<div class="MsoFootnoteText">
<span style="font-family: "arial" , "helvetica" , sans-serif; font-size: xx-small;"><a href="https://www.blogger.com/blogger.g?blogID=1344270768121709105#_ftnref2" name="_ftn2" style="mso-footnote-id: ftn2;" title=""><span class="MsoFootnoteReference"><span lang="EN-GB"><span style="mso-special-character: footnote;"><!--[if !supportFootnotes]--><span class="MsoFootnoteReference"><span lang="EN-GB">[2]</span></span><!--[endif]--></span></span></span></a><span lang="EN-GB"> </span><span lang="EN-US" style="font-size: 8.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Helvetica;">Ombudsman New
South Wales, 2012. <span style="mso-bidi-font-style: italic;">Managing
unreasonable complainant conduct</span>, http://bit.ly/nsw_ucc_manual_pdf.</span><span lang="EN-US" style="font-size: 8.0pt; mso-ansi-language: EN-US;"><o:p></o:p></span></span></div>
</div>
<div id="ftn3" style="mso-element: footnote;">
<div class="MsoFootnoteText">
<span style="font-family: "arial" , "helvetica" , sans-serif; font-size: xx-small;"><a href="https://www.blogger.com/blogger.g?blogID=1344270768121709105#_ftnref3" name="_ftn3" style="mso-footnote-id: ftn3;" title=""><span class="MsoFootnoteReference"><span lang="EN-GB"><span style="mso-special-character: footnote;"><!--[if !supportFootnotes]--><span class="MsoFootnoteReference"><span lang="EN-GB">[3]</span></span><!--[endif]--></span></span></span></a><span lang="EN-GB"> </span><span lang="EN-US" style="font-size: 8.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Helvetica;">Better Practice
Guidelines on Complaints Management for Health Care Services. <i>Australian
Council for Safety and Quality in Health Care</i>, 2004, pp.1–20.</span><span lang="EN-US" style="font-size: 8.0pt; mso-ansi-language: EN-US;"><o:p></o:p></span></span></div>
</div>
<div id="ftn4" style="mso-element: footnote;">
<div class="MsoFootnoteText">
<span style="font-family: "arial" , "helvetica" , sans-serif; font-size: xx-small;"><a href="https://www.blogger.com/blogger.g?blogID=1344270768121709105#_ftnref4" name="_ftn4" title=""><span class="MsoFootnoteReference"><span lang="EN-GB"><span style="mso-special-character: footnote;"><!--[if !supportFootnotes]--><span class="MsoFootnoteReference"><span lang="EN-GB">[4]</span></span><!--[endif]--></span></span></span></a><span lang="EN-GB"> </span><span lang="EN-US">McMillan, J.,
2007. Thirty Years of Complaint Handling – What have we learnt? <i>30th
Anniversary Seminar of the Commonwealth Ombudsman</i>, pp.1–6.</span></span><span lang="EN-US" style="font-size: 8.0pt; mso-ansi-language: EN-US;"><o:p></o:p></span></div>
</div>
</div>
<div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com0Wellington, New Zealand-41.2864603 174.77623600000004-41.6685158 174.13078900000005 -40.9044048 175.42168300000003tag:blogger.com,1999:blog-1344270768121709105.post-50854089385872822602015-01-29T17:31:00.002+13:002020-01-23T20:12:31.434+13:00Improving service performance : Why complaints hold the keyThis article has moved. Please follow the link below:<br />
<a href="https://www.priceperrott.com/our-thinking/?post=complaints-are-key-to-service-improvement">https://www.priceperrott.com/our-thinking/?post=complaints-are-key-to-service-improvement</a><div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com1Wellington, New Zealand-41.2864603 174.77623600000004-41.6685158 174.13078900000005 -40.9044048 175.42168300000003tag:blogger.com,1999:blog-1344270768121709105.post-80688618268832209222014-11-17T09:56:00.001+13:002020-01-23T22:37:14.186+13:00Improving Local Government’s customer experienceThis article has moved. Please follow the link below:<br />
<div>
<a href="https://www.priceperrott.com/our-thinking/?post=improving-local-government-customer-experience">https://www.priceperrott.com/our-thinking/?post=improving-local-government-customer-experience</a></div>
<div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com2Wellington, New Zealand-41.2864603 174.77623600000004-41.6685158 174.13078900000005 -40.9044048 175.42168300000003tag:blogger.com,1999:blog-1344270768121709105.post-67758557773672272862013-07-17T11:50:00.000+12:002013-07-17T12:03:13.276+12:00Customer experience is a top priority - but are we doing enough?<!--[if !mso]>
<style>
v\:* {behavior:url(#default#VML);}
o\:* {behavior:url(#default#VML);}
w\:* {behavior:url(#default#VML);}
.shape {behavior:url(#default#VML);}
</style>
<![endif]--><!--[if gte mso 9]><xml>
<o:DocumentProperties>
<o:Revision>0</o:Revision>
<o:TotalTime>0</o:TotalTime>
<o:Pages>1</o:Pages>
<o:Words>1801</o:Words>
<o:Characters>10269</o:Characters>
<o:Company>Price Perrott Limited</o:Company>
<o:Lines>85</o:Lines>
<o:Paragraphs>24</o:Paragraphs>
<o:CharactersWithSpaces>12046</o:CharactersWithSpaces>
<o:Version>14.0</o:Version>
</o:DocumentProperties>
<o:OfficeDocumentSettings>
<o:AllowPNG/>
</o:OfficeDocumentSettings>
</xml><![endif]-->
<!--[if gte mso 9]><xml>
<w:WordDocument>
<w:View>Normal</w:View>
<w:Zoom>0</w:Zoom>
<w:TrackMoves>false</w:TrackMoves>
<w:TrackFormatting/>
<w:PunctuationKerning/>
<w:ValidateAgainstSchemas/>
<w:SaveIfXMLInvalid>false</w:SaveIfXMLInvalid>
<w:IgnoreMixedContent>false</w:IgnoreMixedContent>
<w:AlwaysShowPlaceholderText>false</w:AlwaysShowPlaceholderText>
<w:DoNotPromoteQF/>
<w:LidThemeOther>EN-GB</w:LidThemeOther>
<w:LidThemeAsian>JA</w:LidThemeAsian>
<w:LidThemeComplexScript>X-NONE</w:LidThemeComplexScript>
<w:Compatibility>
<w:BreakWrappedTables/>
<w:SnapToGridInCell/>
<w:WrapTextWithPunct/>
<w:UseAsianBreakRules/>
<w:DontGrowAutofit/>
<w:SplitPgBreakAndParaMark/>
<w:EnableOpenTypeKerning/>
<w:DontFlipMirrorIndents/>
<w:OverrideTableStyleHps/>
<w:UseFELayout/>
</w:Compatibility>
<m:mathPr>
<m:mathFont m:val="Cambria Math"/>
<m:brkBin m:val="before"/>
<m:brkBinSub m:val="--"/>
<m:smallFrac m:val="off"/>
<m:dispDef/>
<m:lMargin m:val="0"/>
<m:rMargin m:val="0"/>
<m:defJc m:val="centerGroup"/>
<m:wrapIndent m:val="1440"/>
<m:intLim m:val="subSup"/>
<m:naryLim m:val="undOvr"/>
</m:mathPr></w:WordDocument>
</xml><![endif]--><!--[if gte mso 9]><xml>
<w:LatentStyles DefLockedState="false" DefUnhideWhenUsed="true"
DefSemiHidden="true" DefQFormat="false" DefPriority="99"
LatentStyleCount="276">
<w:LsdException Locked="false" Priority="0" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Normal"/>
<w:LsdException Locked="false" Priority="9" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="heading 1"/>
<w:LsdException Locked="false" Priority="0" QFormat="true" Name="heading 2"/>
<w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 3"/>
<w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 4"/>
<w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 5"/>
<w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 6"/>
<w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 7"/>
<w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 8"/>
<w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 9"/>
<w:LsdException Locked="false" Priority="39" Name="toc 1"/>
<w:LsdException Locked="false" Priority="39" Name="toc 2"/>
<w:LsdException Locked="false" Priority="39" Name="toc 3"/>
<w:LsdException Locked="false" Priority="39" Name="toc 4"/>
<w:LsdException Locked="false" Priority="39" Name="toc 5"/>
<w:LsdException Locked="false" Priority="39" Name="toc 6"/>
<w:LsdException Locked="false" Priority="39" Name="toc 7"/>
<w:LsdException Locked="false" Priority="39" Name="toc 8"/>
<w:LsdException Locked="false" Priority="39" Name="toc 9"/>
<w:LsdException Locked="false" Priority="35" QFormat="true" Name="caption"/>
<w:LsdException Locked="false" Priority="10" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Title"/>
<w:LsdException Locked="false" Priority="1" Name="Default Paragraph Font"/>
<w:LsdException Locked="false" Priority="11" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Subtitle"/>
<w:LsdException Locked="false" Priority="22" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Strong"/>
<w:LsdException Locked="false" Priority="20" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Emphasis"/>
<w:LsdException Locked="false" Priority="59" SemiHidden="false"
UnhideWhenUsed="false" Name="Table Grid"/>
<w:LsdException Locked="false" UnhideWhenUsed="false" Name="Placeholder Text"/>
<w:LsdException Locked="false" Priority="1" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="No Spacing"/>
<w:LsdException Locked="false" Priority="60" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Shading"/>
<w:LsdException Locked="false" Priority="61" SemiHidden="false"
UnhideWhenUsed="false" Name="Light List"/>
<w:LsdException Locked="false" Priority="62" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Grid"/>
<w:LsdException Locked="false" Priority="63" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 1"/>
<w:LsdException Locked="false" Priority="64" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 2"/>
<w:LsdException Locked="false" Priority="65" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 1"/>
<w:LsdException Locked="false" Priority="66" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 2"/>
<w:LsdException Locked="false" Priority="67" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 1"/>
<w:LsdException Locked="false" Priority="68" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 2"/>
<w:LsdException Locked="false" Priority="69" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 3"/>
<w:LsdException Locked="false" Priority="70" SemiHidden="false"
UnhideWhenUsed="false" Name="Dark List"/>
<w:LsdException Locked="false" Priority="71" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Shading"/>
<w:LsdException Locked="false" Priority="72" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful List"/>
<w:LsdException Locked="false" Priority="73" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Grid"/>
<w:LsdException Locked="false" Priority="60" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Shading Accent 1"/>
<w:LsdException Locked="false" Priority="61" SemiHidden="false"
UnhideWhenUsed="false" Name="Light List Accent 1"/>
<w:LsdException Locked="false" Priority="62" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Grid Accent 1"/>
<w:LsdException Locked="false" Priority="63" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 1 Accent 1"/>
<w:LsdException Locked="false" Priority="64" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 2 Accent 1"/>
<w:LsdException Locked="false" Priority="65" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 1 Accent 1"/>
<w:LsdException Locked="false" UnhideWhenUsed="false" Name="Revision"/>
<w:LsdException Locked="false" Priority="34" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="List Paragraph"/>
<w:LsdException Locked="false" Priority="29" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Quote"/>
<w:LsdException Locked="false" Priority="30" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Intense Quote"/>
<w:LsdException Locked="false" Priority="66" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 2 Accent 1"/>
<w:LsdException Locked="false" Priority="67" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 1 Accent 1"/>
<w:LsdException Locked="false" Priority="68" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 2 Accent 1"/>
<w:LsdException Locked="false" Priority="69" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 3 Accent 1"/>
<w:LsdException Locked="false" Priority="70" SemiHidden="false"
UnhideWhenUsed="false" Name="Dark List Accent 1"/>
<w:LsdException Locked="false" Priority="71" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Shading Accent 1"/>
<w:LsdException Locked="false" Priority="72" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful List Accent 1"/>
<w:LsdException Locked="false" Priority="73" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Grid Accent 1"/>
<w:LsdException Locked="false" Priority="60" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Shading Accent 2"/>
<w:LsdException Locked="false" Priority="61" SemiHidden="false"
UnhideWhenUsed="false" Name="Light List Accent 2"/>
<w:LsdException Locked="false" Priority="62" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Grid Accent 2"/>
<w:LsdException Locked="false" Priority="63" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 1 Accent 2"/>
<w:LsdException Locked="false" Priority="64" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 2 Accent 2"/>
<w:LsdException Locked="false" Priority="65" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 1 Accent 2"/>
<w:LsdException Locked="false" Priority="66" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 2 Accent 2"/>
<w:LsdException Locked="false" Priority="67" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 1 Accent 2"/>
<w:LsdException Locked="false" Priority="68" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 2 Accent 2"/>
<w:LsdException Locked="false" Priority="69" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 3 Accent 2"/>
<w:LsdException Locked="false" Priority="70" SemiHidden="false"
UnhideWhenUsed="false" Name="Dark List Accent 2"/>
<w:LsdException Locked="false" Priority="71" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Shading Accent 2"/>
<w:LsdException Locked="false" Priority="72" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful List Accent 2"/>
<w:LsdException Locked="false" Priority="73" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Grid Accent 2"/>
<w:LsdException Locked="false" Priority="60" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Shading Accent 3"/>
<w:LsdException Locked="false" Priority="61" SemiHidden="false"
UnhideWhenUsed="false" Name="Light List Accent 3"/>
<w:LsdException Locked="false" Priority="62" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Grid Accent 3"/>
<w:LsdException Locked="false" Priority="63" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 1 Accent 3"/>
<w:LsdException Locked="false" Priority="64" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 2 Accent 3"/>
<w:LsdException Locked="false" Priority="65" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 1 Accent 3"/>
<w:LsdException Locked="false" Priority="66" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 2 Accent 3"/>
<w:LsdException Locked="false" Priority="67" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 1 Accent 3"/>
<w:LsdException Locked="false" Priority="68" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 2 Accent 3"/>
<w:LsdException Locked="false" Priority="69" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 3 Accent 3"/>
<w:LsdException Locked="false" Priority="70" SemiHidden="false"
UnhideWhenUsed="false" Name="Dark List Accent 3"/>
<w:LsdException Locked="false" Priority="71" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Shading Accent 3"/>
<w:LsdException Locked="false" Priority="72" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful List Accent 3"/>
<w:LsdException Locked="false" Priority="73" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Grid Accent 3"/>
<w:LsdException Locked="false" Priority="60" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Shading Accent 4"/>
<w:LsdException Locked="false" Priority="61" SemiHidden="false"
UnhideWhenUsed="false" Name="Light List Accent 4"/>
<w:LsdException Locked="false" Priority="62" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Grid Accent 4"/>
<w:LsdException Locked="false" Priority="63" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 1 Accent 4"/>
<w:LsdException Locked="false" Priority="64" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 2 Accent 4"/>
<w:LsdException Locked="false" Priority="65" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 1 Accent 4"/>
<w:LsdException Locked="false" Priority="66" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 2 Accent 4"/>
<w:LsdException Locked="false" Priority="67" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 1 Accent 4"/>
<w:LsdException Locked="false" Priority="68" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 2 Accent 4"/>
<w:LsdException Locked="false" Priority="69" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 3 Accent 4"/>
<w:LsdException Locked="false" Priority="70" SemiHidden="false"
UnhideWhenUsed="false" Name="Dark List Accent 4"/>
<w:LsdException Locked="false" Priority="71" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Shading Accent 4"/>
<w:LsdException Locked="false" Priority="72" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful List Accent 4"/>
<w:LsdException Locked="false" Priority="73" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Grid Accent 4"/>
<w:LsdException Locked="false" Priority="60" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Shading Accent 5"/>
<w:LsdException Locked="false" Priority="61" SemiHidden="false"
UnhideWhenUsed="false" Name="Light List Accent 5"/>
<w:LsdException Locked="false" Priority="62" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Grid Accent 5"/>
<w:LsdException Locked="false" Priority="63" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 1 Accent 5"/>
<w:LsdException Locked="false" Priority="64" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 2 Accent 5"/>
<w:LsdException Locked="false" Priority="65" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 1 Accent 5"/>
<w:LsdException Locked="false" Priority="66" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 2 Accent 5"/>
<w:LsdException Locked="false" Priority="67" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 1 Accent 5"/>
<w:LsdException Locked="false" Priority="68" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 2 Accent 5"/>
<w:LsdException Locked="false" Priority="69" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 3 Accent 5"/>
<w:LsdException Locked="false" Priority="70" SemiHidden="false"
UnhideWhenUsed="false" Name="Dark List Accent 5"/>
<w:LsdException Locked="false" Priority="71" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Shading Accent 5"/>
<w:LsdException Locked="false" Priority="72" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful List Accent 5"/>
<w:LsdException Locked="false" Priority="73" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Grid Accent 5"/>
<w:LsdException Locked="false" Priority="60" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Shading Accent 6"/>
<w:LsdException Locked="false" Priority="61" SemiHidden="false"
UnhideWhenUsed="false" Name="Light List Accent 6"/>
<w:LsdException Locked="false" Priority="62" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Grid Accent 6"/>
<w:LsdException Locked="false" Priority="63" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 1 Accent 6"/>
<w:LsdException Locked="false" Priority="64" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 2 Accent 6"/>
<w:LsdException Locked="false" Priority="65" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 1 Accent 6"/>
<w:LsdException Locked="false" Priority="66" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 2 Accent 6"/>
<w:LsdException Locked="false" Priority="67" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 1 Accent 6"/>
<w:LsdException Locked="false" Priority="68" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 2 Accent 6"/>
<w:LsdException Locked="false" Priority="69" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 3 Accent 6"/>
<w:LsdException Locked="false" Priority="70" SemiHidden="false"
UnhideWhenUsed="false" Name="Dark List Accent 6"/>
<w:LsdException Locked="false" Priority="71" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Shading Accent 6"/>
<w:LsdException Locked="false" Priority="72" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful List Accent 6"/>
<w:LsdException Locked="false" Priority="73" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Grid Accent 6"/>
<w:LsdException Locked="false" Priority="19" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Subtle Emphasis"/>
<w:LsdException Locked="false" Priority="21" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Intense Emphasis"/>
<w:LsdException Locked="false" Priority="31" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Subtle Reference"/>
<w:LsdException Locked="false" Priority="32" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Intense Reference"/>
<w:LsdException Locked="false" Priority="33" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Book Title"/>
<w:LsdException Locked="false" Priority="37" Name="Bibliography"/>
<w:LsdException Locked="false" Priority="39" QFormat="true" Name="TOC Heading"/>
</w:LatentStyles>
</xml><![endif]-->
<!--[if gte mso 10]>
<style>
/* Style Definitions */
table.MsoNormalTable
{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
mso-style-priority:99;
mso-style-parent:"";
mso-padding-alt:0cm 5.4pt 0cm 5.4pt;
mso-para-margin:0cm;
mso-para-margin-bottom:.0001pt;
mso-pagination:widow-orphan;
font-size:10.0pt;
font-family:"Times New Roman";
mso-fareast-language:JA;}
</style>
<![endif]-->
<!--StartFragment-->
<br />
<div class="MsoNormal">
<!--[if !mso]>
<style>
v\:* {behavior:url(#default#VML);}
o\:* {behavior:url(#default#VML);}
w\:* {behavior:url(#default#VML);}
.shape {behavior:url(#default#VML);}
</style>
<![endif]--><!--[if gte mso 9]><xml>
<o:DocumentProperties>
<o:Revision>0</o:Revision>
<o:TotalTime>0</o:TotalTime>
<o:Pages>1</o:Pages>
<o:Words>1810</o:Words>
<o:Characters>10320</o:Characters>
<o:Company>Price Perrott Limited</o:Company>
<o:Lines>86</o:Lines>
<o:Paragraphs>24</o:Paragraphs>
<o:CharactersWithSpaces>12106</o:CharactersWithSpaces>
<o:Version>14.0</o:Version>
</o:DocumentProperties>
<o:OfficeDocumentSettings>
<o:AllowPNG/>
</o:OfficeDocumentSettings>
</xml><![endif]-->
<!--[if gte mso 9]><xml>
<w:WordDocument>
<w:View>Normal</w:View>
<w:Zoom>0</w:Zoom>
<w:TrackMoves>false</w:TrackMoves>
<w:TrackFormatting/>
<w:PunctuationKerning/>
<w:ValidateAgainstSchemas/>
<w:SaveIfXMLInvalid>false</w:SaveIfXMLInvalid>
<w:IgnoreMixedContent>false</w:IgnoreMixedContent>
<w:AlwaysShowPlaceholderText>false</w:AlwaysShowPlaceholderText>
<w:DoNotPromoteQF/>
<w:LidThemeOther>EN-GB</w:LidThemeOther>
<w:LidThemeAsian>JA</w:LidThemeAsian>
<w:LidThemeComplexScript>X-NONE</w:LidThemeComplexScript>
<w:Compatibility>
<w:BreakWrappedTables/>
<w:SnapToGridInCell/>
<w:WrapTextWithPunct/>
<w:UseAsianBreakRules/>
<w:DontGrowAutofit/>
<w:SplitPgBreakAndParaMark/>
<w:EnableOpenTypeKerning/>
<w:DontFlipMirrorIndents/>
<w:OverrideTableStyleHps/>
<w:UseFELayout/>
</w:Compatibility>
<m:mathPr>
<m:mathFont m:val="Cambria Math"/>
<m:brkBin m:val="before"/>
<m:brkBinSub m:val="--"/>
<m:smallFrac m:val="off"/>
<m:dispDef/>
<m:lMargin m:val="0"/>
<m:rMargin m:val="0"/>
<m:defJc m:val="centerGroup"/>
<m:wrapIndent m:val="1440"/>
<m:intLim m:val="subSup"/>
<m:naryLim m:val="undOvr"/>
</m:mathPr></w:WordDocument>
</xml><![endif]--><!--[if gte mso 9]><xml>
<w:LatentStyles DefLockedState="false" DefUnhideWhenUsed="true"
DefSemiHidden="true" DefQFormat="false" DefPriority="99"
LatentStyleCount="276">
<w:LsdException Locked="false" Priority="0" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Normal"/>
<w:LsdException Locked="false" Priority="9" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="heading 1"/>
<w:LsdException Locked="false" Priority="0" QFormat="true" Name="heading 2"/>
<w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 3"/>
<w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 4"/>
<w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 5"/>
<w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 6"/>
<w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 7"/>
<w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 8"/>
<w:LsdException Locked="false" Priority="9" QFormat="true" Name="heading 9"/>
<w:LsdException Locked="false" Priority="39" Name="toc 1"/>
<w:LsdException Locked="false" Priority="39" Name="toc 2"/>
<w:LsdException Locked="false" Priority="39" Name="toc 3"/>
<w:LsdException Locked="false" Priority="39" Name="toc 4"/>
<w:LsdException Locked="false" Priority="39" Name="toc 5"/>
<w:LsdException Locked="false" Priority="39" Name="toc 6"/>
<w:LsdException Locked="false" Priority="39" Name="toc 7"/>
<w:LsdException Locked="false" Priority="39" Name="toc 8"/>
<w:LsdException Locked="false" Priority="39" Name="toc 9"/>
<w:LsdException Locked="false" Priority="35" QFormat="true" Name="caption"/>
<w:LsdException Locked="false" Priority="10" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Title"/>
<w:LsdException Locked="false" Priority="1" Name="Default Paragraph Font"/>
<w:LsdException Locked="false" Priority="11" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Subtitle"/>
<w:LsdException Locked="false" Priority="22" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Strong"/>
<w:LsdException Locked="false" Priority="20" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Emphasis"/>
<w:LsdException Locked="false" Priority="59" SemiHidden="false"
UnhideWhenUsed="false" Name="Table Grid"/>
<w:LsdException Locked="false" UnhideWhenUsed="false" Name="Placeholder Text"/>
<w:LsdException Locked="false" Priority="1" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="No Spacing"/>
<w:LsdException Locked="false" Priority="60" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Shading"/>
<w:LsdException Locked="false" Priority="61" SemiHidden="false"
UnhideWhenUsed="false" Name="Light List"/>
<w:LsdException Locked="false" Priority="62" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Grid"/>
<w:LsdException Locked="false" Priority="63" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 1"/>
<w:LsdException Locked="false" Priority="64" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 2"/>
<w:LsdException Locked="false" Priority="65" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 1"/>
<w:LsdException Locked="false" Priority="66" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 2"/>
<w:LsdException Locked="false" Priority="67" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 1"/>
<w:LsdException Locked="false" Priority="68" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 2"/>
<w:LsdException Locked="false" Priority="69" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 3"/>
<w:LsdException Locked="false" Priority="70" SemiHidden="false"
UnhideWhenUsed="false" Name="Dark List"/>
<w:LsdException Locked="false" Priority="71" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Shading"/>
<w:LsdException Locked="false" Priority="72" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful List"/>
<w:LsdException Locked="false" Priority="73" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Grid"/>
<w:LsdException Locked="false" Priority="60" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Shading Accent 1"/>
<w:LsdException Locked="false" Priority="61" SemiHidden="false"
UnhideWhenUsed="false" Name="Light List Accent 1"/>
<w:LsdException Locked="false" Priority="62" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Grid Accent 1"/>
<w:LsdException Locked="false" Priority="63" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 1 Accent 1"/>
<w:LsdException Locked="false" Priority="64" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 2 Accent 1"/>
<w:LsdException Locked="false" Priority="65" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 1 Accent 1"/>
<w:LsdException Locked="false" UnhideWhenUsed="false" Name="Revision"/>
<w:LsdException Locked="false" Priority="34" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="List Paragraph"/>
<w:LsdException Locked="false" Priority="29" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Quote"/>
<w:LsdException Locked="false" Priority="30" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Intense Quote"/>
<w:LsdException Locked="false" Priority="66" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 2 Accent 1"/>
<w:LsdException Locked="false" Priority="67" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 1 Accent 1"/>
<w:LsdException Locked="false" Priority="68" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 2 Accent 1"/>
<w:LsdException Locked="false" Priority="69" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 3 Accent 1"/>
<w:LsdException Locked="false" Priority="70" SemiHidden="false"
UnhideWhenUsed="false" Name="Dark List Accent 1"/>
<w:LsdException Locked="false" Priority="71" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Shading Accent 1"/>
<w:LsdException Locked="false" Priority="72" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful List Accent 1"/>
<w:LsdException Locked="false" Priority="73" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Grid Accent 1"/>
<w:LsdException Locked="false" Priority="60" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Shading Accent 2"/>
<w:LsdException Locked="false" Priority="61" SemiHidden="false"
UnhideWhenUsed="false" Name="Light List Accent 2"/>
<w:LsdException Locked="false" Priority="62" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Grid Accent 2"/>
<w:LsdException Locked="false" Priority="63" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 1 Accent 2"/>
<w:LsdException Locked="false" Priority="64" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 2 Accent 2"/>
<w:LsdException Locked="false" Priority="65" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 1 Accent 2"/>
<w:LsdException Locked="false" Priority="66" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 2 Accent 2"/>
<w:LsdException Locked="false" Priority="67" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 1 Accent 2"/>
<w:LsdException Locked="false" Priority="68" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 2 Accent 2"/>
<w:LsdException Locked="false" Priority="69" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 3 Accent 2"/>
<w:LsdException Locked="false" Priority="70" SemiHidden="false"
UnhideWhenUsed="false" Name="Dark List Accent 2"/>
<w:LsdException Locked="false" Priority="71" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Shading Accent 2"/>
<w:LsdException Locked="false" Priority="72" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful List Accent 2"/>
<w:LsdException Locked="false" Priority="73" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Grid Accent 2"/>
<w:LsdException Locked="false" Priority="60" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Shading Accent 3"/>
<w:LsdException Locked="false" Priority="61" SemiHidden="false"
UnhideWhenUsed="false" Name="Light List Accent 3"/>
<w:LsdException Locked="false" Priority="62" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Grid Accent 3"/>
<w:LsdException Locked="false" Priority="63" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 1 Accent 3"/>
<w:LsdException Locked="false" Priority="64" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 2 Accent 3"/>
<w:LsdException Locked="false" Priority="65" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 1 Accent 3"/>
<w:LsdException Locked="false" Priority="66" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 2 Accent 3"/>
<w:LsdException Locked="false" Priority="67" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 1 Accent 3"/>
<w:LsdException Locked="false" Priority="68" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 2 Accent 3"/>
<w:LsdException Locked="false" Priority="69" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 3 Accent 3"/>
<w:LsdException Locked="false" Priority="70" SemiHidden="false"
UnhideWhenUsed="false" Name="Dark List Accent 3"/>
<w:LsdException Locked="false" Priority="71" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Shading Accent 3"/>
<w:LsdException Locked="false" Priority="72" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful List Accent 3"/>
<w:LsdException Locked="false" Priority="73" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Grid Accent 3"/>
<w:LsdException Locked="false" Priority="60" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Shading Accent 4"/>
<w:LsdException Locked="false" Priority="61" SemiHidden="false"
UnhideWhenUsed="false" Name="Light List Accent 4"/>
<w:LsdException Locked="false" Priority="62" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Grid Accent 4"/>
<w:LsdException Locked="false" Priority="63" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 1 Accent 4"/>
<w:LsdException Locked="false" Priority="64" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 2 Accent 4"/>
<w:LsdException Locked="false" Priority="65" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 1 Accent 4"/>
<w:LsdException Locked="false" Priority="66" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 2 Accent 4"/>
<w:LsdException Locked="false" Priority="67" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 1 Accent 4"/>
<w:LsdException Locked="false" Priority="68" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 2 Accent 4"/>
<w:LsdException Locked="false" Priority="69" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 3 Accent 4"/>
<w:LsdException Locked="false" Priority="70" SemiHidden="false"
UnhideWhenUsed="false" Name="Dark List Accent 4"/>
<w:LsdException Locked="false" Priority="71" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Shading Accent 4"/>
<w:LsdException Locked="false" Priority="72" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful List Accent 4"/>
<w:LsdException Locked="false" Priority="73" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Grid Accent 4"/>
<w:LsdException Locked="false" Priority="60" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Shading Accent 5"/>
<w:LsdException Locked="false" Priority="61" SemiHidden="false"
UnhideWhenUsed="false" Name="Light List Accent 5"/>
<w:LsdException Locked="false" Priority="62" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Grid Accent 5"/>
<w:LsdException Locked="false" Priority="63" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 1 Accent 5"/>
<w:LsdException Locked="false" Priority="64" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 2 Accent 5"/>
<w:LsdException Locked="false" Priority="65" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 1 Accent 5"/>
<w:LsdException Locked="false" Priority="66" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 2 Accent 5"/>
<w:LsdException Locked="false" Priority="67" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 1 Accent 5"/>
<w:LsdException Locked="false" Priority="68" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 2 Accent 5"/>
<w:LsdException Locked="false" Priority="69" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 3 Accent 5"/>
<w:LsdException Locked="false" Priority="70" SemiHidden="false"
UnhideWhenUsed="false" Name="Dark List Accent 5"/>
<w:LsdException Locked="false" Priority="71" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Shading Accent 5"/>
<w:LsdException Locked="false" Priority="72" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful List Accent 5"/>
<w:LsdException Locked="false" Priority="73" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Grid Accent 5"/>
<w:LsdException Locked="false" Priority="60" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Shading Accent 6"/>
<w:LsdException Locked="false" Priority="61" SemiHidden="false"
UnhideWhenUsed="false" Name="Light List Accent 6"/>
<w:LsdException Locked="false" Priority="62" SemiHidden="false"
UnhideWhenUsed="false" Name="Light Grid Accent 6"/>
<w:LsdException Locked="false" Priority="63" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 1 Accent 6"/>
<w:LsdException Locked="false" Priority="64" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Shading 2 Accent 6"/>
<w:LsdException Locked="false" Priority="65" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 1 Accent 6"/>
<w:LsdException Locked="false" Priority="66" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium List 2 Accent 6"/>
<w:LsdException Locked="false" Priority="67" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 1 Accent 6"/>
<w:LsdException Locked="false" Priority="68" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 2 Accent 6"/>
<w:LsdException Locked="false" Priority="69" SemiHidden="false"
UnhideWhenUsed="false" Name="Medium Grid 3 Accent 6"/>
<w:LsdException Locked="false" Priority="70" SemiHidden="false"
UnhideWhenUsed="false" Name="Dark List Accent 6"/>
<w:LsdException Locked="false" Priority="71" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Shading Accent 6"/>
<w:LsdException Locked="false" Priority="72" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful List Accent 6"/>
<w:LsdException Locked="false" Priority="73" SemiHidden="false"
UnhideWhenUsed="false" Name="Colorful Grid Accent 6"/>
<w:LsdException Locked="false" Priority="19" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Subtle Emphasis"/>
<w:LsdException Locked="false" Priority="21" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Intense Emphasis"/>
<w:LsdException Locked="false" Priority="31" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Subtle Reference"/>
<w:LsdException Locked="false" Priority="32" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Intense Reference"/>
<w:LsdException Locked="false" Priority="33" SemiHidden="false"
UnhideWhenUsed="false" QFormat="true" Name="Book Title"/>
<w:LsdException Locked="false" Priority="37" Name="Bibliography"/>
<w:LsdException Locked="false" Priority="39" QFormat="true" Name="TOC Heading"/>
</w:LatentStyles>
</xml><![endif]-->
<!--[if gte mso 10]>
<style>
/* Style Definitions */
table.MsoNormalTable
{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
mso-style-priority:99;
mso-style-parent:"";
mso-padding-alt:0cm 5.4pt 0cm 5.4pt;
mso-para-margin:0cm;
mso-para-margin-bottom:.0001pt;
mso-pagination:widow-orphan;
font-size:10.0pt;
font-family:"Times New Roman";
mso-fareast-language:JA;}
</style>
<![endif]-->
<!--StartFragment-->
Earlier this year, we opened a survey on several LinkedIn
groups and customer service Twitter feeds about business priorities and
challenges for 2013-14. This article
publishes the results of that survey and raises some questions that managers
involved with customer service delivery may wish to consider in their own
organisations.<br />
<br />
We offer this discussion of the results as a prompt for you
to think about your own organisation’s position and the progress you’re making in
the areas of our survey.<br />
<div class="MsoNormal">
<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
These results come with a heavy caveat, as the number of
responses we received was small at 26.
Whilst this means these results cannot be relied upon for a statistical
extrapolation of “the state of the industry”, they did include responses from
large organisations in the public and private sector in New Zealand and the UK.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
The results from our group of respondents indicated their
three top priorities as:</div>
<div class="MsoNormal">
</div>
<ol>
<li><span style="text-indent: -18pt;">Customer experience</span></li>
<li><span style="text-indent: -18pt;">Business leadership</span></li>
<li><span style="text-indent: -18pt;">Business efficiency</span></li>
</ol>
<div class="MsoNormal">
<a name='more'></a>
<!--[endif]--><o:p></o:p></div>
<h3>
Customer experience and leadership trump change management</h3>
<h2>
<o:p></o:p></h2>
<div class="MsoNormal">
This survey built on the published results of a wider survey
by Customer Management IQ into the Executive Top Priorities for 2013. We looked at the specifics of how business
priorities would be met in practice and the progress organisations feel they’re
making.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
All 26 respondents ranked six priorities in order of
importance to improving their organisation’s overall business performance. Customer experience emerged narrowly ahead of
business leadership and management, with technology featuring as the least
important factor.<br />
<br />
<div class="separator" style="clear: both; text-align: center;">
</div>
<div class="separator" style="clear: both; text-align: center;">
</div>
<div class="separator" style="clear: both; text-align: center;">
</div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhmVrApYoUB5-HD4iXpsgDUl55Fr9vpErid03ePIQb_wf8m4ohljzqHSeFBUjHPzUx0u0FdAF0h5nx5X1zRToZTsLMOvWZUj_vK4QKaUwUus2O_kcNIbdwHU_ab2OkiSqvpe5A77_WPFDDQ/s1600/5-Overall+priorities.jpeg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhmVrApYoUB5-HD4iXpsgDUl55Fr9vpErid03ePIQb_wf8m4ohljzqHSeFBUjHPzUx0u0FdAF0h5nx5X1zRToZTsLMOvWZUj_vK4QKaUwUus2O_kcNIbdwHU_ab2OkiSqvpe5A77_WPFDDQ/s1600/5-Overall+priorities.jpeg" /></a></div>
<br /></div>
<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
</div>
Interestingly, change management didn’t feature as a particularly high relative
priority amongst our respondents. Is
there a debate to be had about change management appearing as another
buzzword or ‘consultancy fad’ whilst the discipline matures in the
marketplace?<br />
<a href="http://www.blogger.com/blogger.g?blogID=1344270768121709105" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"></a><br />
A google search of ‘change
management’ reveals 774 million hits, compared to ‘project management’
(undoubtedly a mature field) returning 594 million hits (as one snapshot
measure of discussion).<o:p></o:p></div>
<div class="MsoNormal">
<br />
Is change management well understood? Is there a lack of understanding of what change management really means in practice, with the market filling itself
with proprietary consultancy definitions and methodologies seeking to become a
new standard?<o:p></o:p></div>
<div class="MsoNormal">
<br />
Perhaps this is a question worth posing in your next
discussion with a vendor, candidate or consultant if you feel they use 'change
management' as little more than a management buzzword. In practice, what are the 'change management' activities that
will contribute to advancing your organisation’s priorities in improving customer
experience and business productivity? Do
the solutions they propose feel like they’ll stand up to the test of reality in your own organisation?</div>
<div class="MsoNormal">
<o:p></o:p></div>
<div class="MsoNormal">
<br />
These are all questions worthy of consideration in an
emerging field which our respondents felt wasn't the highest priority on their
list.<br />
<br />
<h3>
Customer experience – high priority, but where’s the activity?</h3>
<br />
20 respondents gave their views on the priority of four
aspects within the customer experience theme.
85% of respondents cited improving the customers’ experience as their highest
priority. This focus on the customers’ needs is a positive feature.</div>
<div class="MsoNormal">
<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
</div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg6DBUFQzzuQNgPm-Yx8jH7AyO77IGec33hVi9LS5D8Do7guyHhvRwO798yHH21wSwE1NFKOjpZVqtxIPi3M_okJi_TO0LS-3CZGgj2uv1gYpapbChql6JvRWRopmV0SlCxxB0E8jwMeJEB/s1600/8-Customer+experience+activities.jpeg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg6DBUFQzzuQNgPm-Yx8jH7AyO77IGec33hVi9LS5D8Do7guyHhvRwO798yHH21wSwE1NFKOjpZVqtxIPi3M_okJi_TO0LS-3CZGgj2uv1gYpapbChql6JvRWRopmV0SlCxxB0E8jwMeJEB/s1600/8-Customer+experience+activities.jpeg" /></a></div>
<br />
<a href="http://www.blogger.com/blogger.g?blogID=1344270768121709105" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"></a><a href="http://www.blogger.com/blogger.g?blogID=1344270768121709105" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"></a>In practical terms, this has implications for the use of
techniques and tools such as customer journey analysis and value stream mapping. It also highlights the inherent value of
using customer feedback, complaints analysis and ‘business intelligence’ or
‘customer insight’. This is a topic we’ll see recognised elsewhere in the
results.</div>
<div class="MsoNormal">
<o:p></o:p><br />
How organisations choose to combine technology investment
with employee experience and expertise in these areas can be a defining factor
in the results of service improvement initiatives. What was interesting, given the recognition of customer
experience as a priority, was that over half of our respondents haven’t started
implementing any activity to make progress in this area yet.</div>
<div class="MsoNormal">
<o:p></o:p></div>
<div class="MsoNormal">
<br />
Respondents were asked to rank their current progress on the
following scale:</div>
<div class="MsoListParagraphCxSpFirst" style="mso-list: l1 level1 lfo2; text-indent: -18.0pt;">
<ol><a href="http://www.blogger.com/blogger.g?blogID=1344270768121709105" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"></a>
<li>Not yet started</li>
<li>Discussions</li>
<li>Planning</li>
<li>Resource commitment</li>
<li>Implementation in progress</li>
<li>Established/completed</li>
<li>Not applicable</li>
</ol>
<!--[if !supportLists]--><o:p></o:p></div>
<div class="MsoListParagraphCxSpMiddle" style="mso-list: l1 level1 lfo2; text-indent: -18.0pt;">
<o:p></o:p></div>
<div class="MsoListParagraphCxSpMiddle" style="mso-list: l1 level1 lfo2; text-indent: -18.0pt;">
<o:p></o:p></div>
<div class="MsoListParagraphCxSpMiddle" style="mso-list: l1 level1 lfo2; text-indent: -18.0pt;">
<o:p></o:p></div>
<div class="MsoListParagraphCxSpMiddle" style="mso-list: l1 level1 lfo2; text-indent: -18.0pt;">
<o:p></o:p></div>
<div class="MsoListParagraphCxSpMiddle" style="mso-list: l1 level1 lfo2; text-indent: -18.0pt;">
<o:p></o:p></div>
<div class="MsoListParagraphCxSpLast" style="mso-list: l1 level1 lfo2; text-indent: -18.0pt;">
<o:p></o:p></div>
<div class="MsoNormal">
The summary results show the percentages selecting 1 to 4
(pre-implementation) and 5-6 (implementation in progress, or completed). Despite 60% of our respondents indicating that improving
loyalty, satisfaction and retention is a priority, 75% have not yet begun implementation
of measures to address this area.<br />
<br /></div>
<div class="MsoNormal">
<o:p></o:p></div>
<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjjOvtACTdq51OGyMGSWKQZm6cXnmMvaPnVnCYYvGjTTjsk_XI2koZZ8CiNDWc0JeL0OdGUpLJ57QIp87W9g3I8cF7kG8MthZbriKCO-9plxQCne0Rd2HG_091Ukwry52MPoEgv0ZsnvBI0/s1600/9-Customer+experience+priority+progress.jpeg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjjOvtACTdq51OGyMGSWKQZm6cXnmMvaPnVnCYYvGjTTjsk_XI2koZZ8CiNDWc0JeL0OdGUpLJ57QIp87W9g3I8cF7kG8MthZbriKCO-9plxQCne0Rd2HG_091Ukwry52MPoEgv0ZsnvBI0/s1600/9-Customer+experience+priority+progress.jpeg" /></a></div>
<br /></div>
<div class="MsoNormal">
When does something that’s a business priority become
important enough to demand action? We’ll
see later on that pressures such as funding reductions have led to a greater
degree of action (perhaps enforced?).<br />
<br />
<o:p></o:p></div>
<div class="MsoNormal">
Organisations may wish to consider what it takes to turn an
important priority into tangible delivery action. Is a lack of action about the measures and the definition
of benefits, or the fact that it’s hard to define a cause and effect chain
behind ‘improved satisfaction’?<o:p></o:p><br />
<br /></div>
<div class="MsoNormal">
When planning your own activities, it is worth considering
how you’ll go about measuring, assessing and defining the benefits you’ll be
expecting from your customer experience.<br />
<br />
<h3>
Business leadership – strategic thinking needs practical action</h3>
</div>
<h2>
<o:p></o:p></h2>
<div class="MsoNormal">
All 26 respondents gave us their view on the priority
leadership activities for their organisations.
Customer and business strategy clearly led this topic area, with a broad
spread across other strategic activities including resource optimisation,
benefits management / realisation and simplification of management reporting.<o:p></o:p></div>
<h2>
<span lang="EN-US"><!--[if gte vml 1]><v:shape
id="Picture_x0020_16" o:spid="_x0000_i1032" type="#_x0000_t75" style='width:415pt;
height:248pt;visibility:visible;mso-wrap-style:square'>
<v:imagedata src="file://localhost/Users/jason_home/Library/Caches/TemporaryItems/msoclip/0/clip_image007.emz"
o:title=""/>
</v:shape><![endif]--><!--[if !vml]--><!--[endif]--></span><o:p></o:p></h2>
<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj5ZZTC93qPdlMYH6Q-7hj6zyPM8KglB7tnSiDoMZprqeCvZQH4a9JmdUXeZbpRYldPeGAtI3TUo6oZQa1MXWuu1_VqvkEGWMYvL9OnKh98ByQk7AYHto8P9koyLvl8UriwQwLe0SNVHb8b/s1600/6-Leadership+priorities.jpeg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj5ZZTC93qPdlMYH6Q-7hj6zyPM8KglB7tnSiDoMZprqeCvZQH4a9JmdUXeZbpRYldPeGAtI3TUo6oZQa1MXWuu1_VqvkEGWMYvL9OnKh98ByQk7AYHto8P9koyLvl8UriwQwLe0SNVHb8b/s1600/6-Leadership+priorities.jpeg" /></a></div>
<br />
<div class="separator" style="clear: both; text-align: center;">
</div>
What was interesting in the follow up question on progress
(completed by 22 respondents) was the lack of progress into implementation
across these priorities.<br />
<o:p></o:p></div>
<div class="MsoNormal">
<br />
<a href="http://www.blogger.com/blogger.g?blogID=1344270768121709105" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"></a><a href="http://www.blogger.com/blogger.g?blogID=1344270768121709105" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"></a>Respondents appear to be aware of, discussing and planning
for changes in these areas but do not yet feel that their organisation has
moved to implementation in roughly half the cases across all the category
areas.<br />
<o:p></o:p></div>
<div class="MsoNormal">
<br />
Is this a case of more talk than action, even in some areas
(such as project management) that have been well established now for decades?<o:p></o:p></div>
<div class="MsoNormal">
<br />
Are these topic areas really so hard to tackle that
organisations aren’t able to make progress and become stalled during
planning? Is the resource pressure
caused by reductions in funding making it impossible to move beyond resource
commitment into actual implementation?<br />
<!--[if !supportLineBreakNewLine]--><br />
<!--[endif]--><o:p></o:p></div>
<div class="MsoNormal">
<span lang="EN-US"><!--[if gte vml 1]><v:shape id="Picture_x0020_11" o:spid="_x0000_i1031"
type="#_x0000_t75" style='width:415pt;height:270pt;visibility:visible;
mso-wrap-style:square'>
<v:imagedata src="file://localhost/Users/jason_home/Library/Caches/TemporaryItems/msoclip/0/clip_image009.emz"
o:title="" cropleft="2648f" cropright="3751f"/>
</v:shape><![endif]--><!--[if !vml]--><!--[endif]--></span><o:p></o:p></div>
<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgsjFWYmnga3nKasm1_vwmx9EgOEckAafjxUAK7-Vyo4Qgp47DlSVvvrHFktIRcEIzYmednksPXzq0Ut2YDN78U819ZiKTBMRAvzcsLisk4UJBgrLW3DaT4fdoGZZ6TEFdlYTi4sGHkES8E/s1600/7-Leadership+priority+progress.jpeg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgsjFWYmnga3nKasm1_vwmx9EgOEckAafjxUAK7-Vyo4Qgp47DlSVvvrHFktIRcEIzYmednksPXzq0Ut2YDN78U819ZiKTBMRAvzcsLisk4UJBgrLW3DaT4fdoGZZ6TEFdlYTi4sGHkES8E/s1600/7-Leadership+priority+progress.jpeg" /></a></div>
Customer and business strategy showed a clean 50/50 split
with half our respondents indicating they have not yet begun to implement their
strategies.<o:p></o:p></div>
<div class="MsoNormal">
<br />
This is a finding worth thinking about in your own
organisations. Establishing a clear
direction is well established as an essential pre-requisite to achieving successful
business change. Leading thinkers such
as John Kotter and Ken Blanchard (to name but two) have demonstrated the need
for strategic direction in numerous articles.<o:p></o:p><br />
<br /></div>
<h3>
The link between strategy and technology</h3>
<h2>
<o:p></o:p></h2>
<div class="MsoNormal">
The importance of an effective customer strategy to guide
the implementation stages of business change and technology initiatives cannot be understated. In another aspect of our survey, 19 respondents showed
organisations are already making significant progress in activity to deliver on
their perceived technology priorities.<o:p></o:p></div>
<div class="MsoNormal">
<span lang="EN-US"><!--[if gte vml 1]><v:shape id="Picture_x0020_12" o:spid="_x0000_i1030"
type="#_x0000_t75" style='width:415pt;height:272pt;visibility:visible;
mso-wrap-style:square'>
<v:imagedata src="file://localhost/Users/jason_home/Library/Caches/TemporaryItems/msoclip/0/clip_image011.emz"
o:title=""/>
</v:shape><![endif]--><!--[if !vml]--><!--[endif]--></span><o:p></o:p></div>
<div class="MsoNormal">
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhX46L9g_5qbQZ8eL5IeXtXhJsxk5V35uG61JRHTPMKdUayjJNzPyITtrcG0vn31pOpQCPr2uF5j7aQZxSplcM3mKmRdqww63n8YEpwBCTTGsc-lUjBGqiatZsmD2hVs3lARvXfBorkug5-/s1600/12-technology+delivery+priorities.jpeg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhX46L9g_5qbQZ8eL5IeXtXhJsxk5V35uG61JRHTPMKdUayjJNzPyITtrcG0vn31pOpQCPr2uF5j7aQZxSplcM3mKmRdqww63n8YEpwBCTTGsc-lUjBGqiatZsmD2hVs3lARvXfBorkug5-/s1600/12-technology+delivery+priorities.jpeg" /></a></div>
<br /></div>
<div class="MsoNormal">
A question these 19 respondents to the technology survey – along with you – might wish to reflect on is <i>“if we haven’t yet fully defined our
strategy, how do we know that we’re implementing the right technology, in the
right way, for the right customer benefits?”</i><o:p></o:p><br />
<i><br /></i></div>
<div class="MsoNormal">
They’re clearly off building something. However, if half of our respondents aren’t
yet convinced they’ve implemented their business and customer strategy, it does
beg the question as to what precisely is being delivered by all this furious
implementation activity and whether or not these efforts will lead to
substantial re-work.<o:p></o:p><br />
<br /></div>
<div class="MsoNormal">
Do we do it now, or do we do it right? This is a question continually posed by managers,
and striking the balance between activity and planning is always a constant
challenge.<o:p></o:p><br />
<br /></div>
<div class="MsoNormal">
This question does remind me of a statement made at a
conference by the Head of ICT at a leading UK London Local Authority about his
organisation’s implementation of Customer Relationship Management (CRM). Having spent over £1 million on the
implementation in previous years, it was revealing (and rather depressing, as a taxpayer) to hear a senior figure
stating that <i>“We’ve done it once, now
we’re going to do it right.</i>"<br />
<br /></div>
<h3>
Insight and funding reductions as the focus for improving efficiency</h3>
<h2>
<o:p></o:p></h2>
<div class="MsoNormal">
The need to think before we act, or risk the wastage of
re-work is at the heart of another area that 22 respondents kindly shared
their views on.<o:p></o:p><br />
<br /></div>
<div class="MsoNormal">
Business efficiency improvement emerged as the third highest
priority area and we looked at a number of different aspects of this general
theme. The results show a recognition of the cost reduction pressures, which is
unsurprising given the public sector spread of at least one third of our
respondents in the UK and New Zealand.<o:p></o:p><br />
<br /></div>
<div class="MsoNormal">
<span lang="EN-US"><!--[if gte vml 1]><v:shape id="Picture_x0020_14" o:spid="_x0000_i1029"
type="#_x0000_t75" style='width:415pt;height:251pt;visibility:visible;
mso-wrap-style:square'>
<v:imagedata src="file://localhost/Users/jason_home/Library/Caches/TemporaryItems/msoclip/0/clip_image013.emz"
o:title=""/>
</v:shape><![endif]--><!--[if !vml]--><!--[endif]--></span><o:p></o:p></div>
<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgOVp67ypf1f-iQbMV1DZ-Hqd41HpVjwcddB2pLyUS9W_OF5voMWBe6nGlV0ZwL_fNpn8txCTsupVxQRUFqQbjMxcqMU0l5eAjN1uRxwRqS6EmiEf1aKw1uwUQBvUgmAvX1Yy_62QulSQnx/s1600/10-efficiency+priorities.jpeg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgOVp67ypf1f-iQbMV1DZ-Hqd41HpVjwcddB2pLyUS9W_OF5voMWBe6nGlV0ZwL_fNpn8txCTsupVxQRUFqQbjMxcqMU0l5eAjN1uRxwRqS6EmiEf1aKw1uwUQBvUgmAvX1Yy_62QulSQnx/s1600/10-efficiency+priorities.jpeg" /></a></div>
The recognised value of customer insight and analytics is encouraging. The delivery of continuous improvement by learning from customer feedback
has been long established in international standards such as ISO10002 (for
complaint management).<o:p></o:p><br />
<br /></div>
<div class="MsoNormal">
As with the technology results, substantial progress was
reported in many of these areas.
Interestingly, progress on delivering channel shift did not rate as
highly as one might expect given the level of industry discussion about channel
shift as a route to deliver efficiencies.<br />
<!--[if !supportLineBreakNewLine]--><br />
<!--[endif]--><o:p></o:p></div>
<div class="MsoNormal">
<span lang="EN-US"><!--[if gte vml 1]><v:shape id="Picture_x0020_15" o:spid="_x0000_i1028"
type="#_x0000_t75" style='width:415pt;height:259pt;visibility:visible;
mso-wrap-style:square'>
<v:imagedata src="file://localhost/Users/jason_home/Library/Caches/TemporaryItems/msoclip/0/clip_image015.emz"
o:title=""/>
</v:shape><![endif]--><!--[if !vml]--><!--[endif]--></span><o:p></o:p></div>
<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
</div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhgeJj4YsMP811PabO4werclqPEk8Kq18mvPtQY4L_jPpImDqrA7GAMN2ZJTHod6A_7EcQfS6QvpHlPPbDT766JoD0VkQ3SJ3qORlifWc3zdTvBO_rLXHcV-57MpQM0d1hFHUM9gesgs__Q/s1600/11-efficiency+priority+progress.jpeg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhgeJj4YsMP811PabO4werclqPEk8Kq18mvPtQY4L_jPpImDqrA7GAMN2ZJTHod6A_7EcQfS6QvpHlPPbDT766JoD0VkQ3SJ3qORlifWc3zdTvBO_rLXHcV-57MpQM0d1hFHUM9gesgs__Q/s1600/11-efficiency+priority+progress.jpeg" /></a></div>
Could this be a recognition that the promises of business
cases have, in reality, not always delivered? Of course the very small sample
size makes any extrapolation or speculation in this area difficult.<o:p></o:p><br />
<br /></div>
<div class="MsoNormal">
However, it does provide a useful prompt for managers to
throw out a question when looking for promises of channel shift efficiency. When evaluating your vendor’s business case, are their
assumptions realistic and reflective of your experience and data about customer
behaviour and intention?<br />
<br /></div>
<div class="MsoNormal">
<o:p></o:p></div>
<div class="MsoNormal">
Will customers really move wholesale from one channel to
another, or are you more likely to see them spread their contact over multiple
channels requiring a resource commitment to both?<o:p></o:p></div>
<div class="MsoNormal">
<br />
Major UK public sector business transformation programmes have
been the subject of critical audit reports that highlight over-optimistic
promises of channel shift from technology vendors, leading to deeply flawed
business case assumptions.<br />
<br />
What evidence does your organisation have for your customer’s behaviour being
one of shift from one channel to another?
Are you processes sufficiently well defined to avoid customer callback
when aspects of your multi-channel strategy don’t quite hang together? Or are your broken processes going to prompt failure demand as customers contact you for assistance in navigating a multi-channel problem of your own making?<o:p></o:p><br />
<br /></div>
<div class="MsoNormal">
The devil is in the detail. Again, we are back to the need for that well thought out customer strategy that you might not have got around to implementing just yet, in all the excitement of delivering your technology projects.<br />
<br /></div>
<h3>
About our respondents</h3>
<h2>
<o:p></o:p></h2>
<div class="MsoNormal">
The questions discussed here remain useful, despite the
disappointingly small sample size. The
results and discussions are presented with this caveat very clearly in mind. Caution should be taken in referring to these
results, but you may find the discussion points useful in your own
situation.<o:p></o:p><br />
<br /></div>
<div class="MsoNormal">
The following information describes the distribution and
breakdown of survey responses received. A link to the survey was publicised through global LinkedIn
sites focused on customer service and in Twitter feeds focused on customer
service (#custserv) and customer experience (#custexp) during February and
March 2013.</div>
<div class="MsoNormal">
<o:p></o:p></div>
<div class="MsoNormal">
<br />
19 of the 26 respondents chose to disclose their role
titles, with just over half of respondents in a senior management or executive
position.<br />
<br /></div>
<div class="MsoNormal">
<span lang="EN-US"><!--[if gte vml 1]><v:shape id="Picture_x0020_2" o:spid="_x0000_i1027"
type="#_x0000_t75" style='width:430pt;height:220pt;visibility:visible;
mso-wrap-style:square'>
<v:imagedata src="file://localhost/Users/jason_home/Library/Caches/TemporaryItems/msoclip/0/clip_image017.emz"
o:title="" cropleft="3732f" cropright="3777f"/>
</v:shape><![endif]--><!--[if !vml]--><!--[endif]--></span><o:p></o:p></div>
<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjZhDzN_Rsh8eodu3PIg-TRU4Y5CkYVxkKqk0Sx2bz59rAhLY6yaV3VUv0WGuf_p8rEkJEIUiGcRytZ_5N7AZFpbbXB-sAprDWHa3PaRUXIDqeu0c96CtibD76OT4sOFEbeZimSV4BJjlp_/s1600/1-Respondent+roles.jpeg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjZhDzN_Rsh8eodu3PIg-TRU4Y5CkYVxkKqk0Sx2bz59rAhLY6yaV3VUv0WGuf_p8rEkJEIUiGcRytZ_5N7AZFpbbXB-sAprDWHa3PaRUXIDqeu0c96CtibD76OT4sOFEbeZimSV4BJjlp_/s1600/1-Respondent+roles.jpeg" /></a></div>
Responses were provided by some sizeable organisations, with
over one third of respondents having more than 1000 employees in their
organisation. <o:p></o:p><br />
<br /></div>
<div class="MsoNormal">
<span lang="EN-US"><!--[if gte vml 1]><v:shape id="Picture_x0020_3" o:spid="_x0000_i1026"
type="#_x0000_t75" style='width:415pt;height:237pt;visibility:visible;
mso-wrap-style:square'>
<v:imagedata src="file://localhost/Users/jason_home/Library/Caches/TemporaryItems/msoclip/0/clip_image019.emz"
o:title=""/>
</v:shape><![endif]--><!--[if !vml]--><!--[endif]--></span><o:p></o:p></div>
<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEie-DaLWob02xGJw1S4iRoyUk9lcg3E53R8hDcUQRUXrjwAkmZizUaiPNM79vElfvr6FflLI_S0qsUdAtv9OsuR7Y_qLJklNje7z_CDeMRpJCTxGpswWxG3n3BxPxIVwPG1M_c70WIpHevY/s1600/2-Org+size.jpeg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEie-DaLWob02xGJw1S4iRoyUk9lcg3E53R8hDcUQRUXrjwAkmZizUaiPNM79vElfvr6FflLI_S0qsUdAtv9OsuR7Y_qLJklNje7z_CDeMRpJCTxGpswWxG3n3BxPxIVwPG1M_c70WIpHevY/s1600/2-Org+size.jpeg" /></a></div>
Over one third of respondents were identified as being from
the public sector, in central government, local government or healthcare. Half the responses came from New Zealand and the United
Kingdom, with New Zealand being the single largest group of identified
respondents (and mainly in the public sector).</div>
<div class="MsoNormal">
<o:p></o:p></div>
<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
</div>
<span lang="EN-US"><!--[if gte vml 1]><v:shape id="Picture_x0020_4" o:spid="_x0000_i1025"
type="#_x0000_t75" style='width:408pt;height:285pt;visibility:visible;
mso-wrap-style:square'>
<v:imagedata src="file://localhost/Users/jason_home/Library/Caches/TemporaryItems/msoclip/0/clip_image021.emz"
o:title="" cropleft="5054f" cropright="5780f"/>
</v:shape><![endif]--><!--[if !vml]--><!--[endif]--></span><o:p></o:p></div>
<!--EndFragment--></div>
<div class="MsoNormal">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjZMikTYE7IrAUuX7t_QaZToKQc6BUhUvA30rCgkKDXtBZZOwtXBV-7CPKqs2HMUwd3UW6zEpkpMN7olunwAApma5Pav8p3ZtC_meL3573WbXJLy12TyYI3SUinB2Viw_D8ida3wCaPtGyu/s1600/4-Locations.jpeg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjZMikTYE7IrAUuX7t_QaZToKQc6BUhUvA30rCgkKDXtBZZOwtXBV-7CPKqs2HMUwd3UW6zEpkpMN7olunwAApma5Pav8p3ZtC_meL3573WbXJLy12TyYI3SUinB2Viw_D8ida3wCaPtGyu/s1600/4-Locations.jpeg" /></a></div>
<!--EndFragment--><br /><div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com1Wellington, New Zealand-41.2864603 174.77623600000004-41.6685158 174.13078900000005 -40.9044048 175.42168300000003tag:blogger.com,1999:blog-1344270768121709105.post-26693012767525769742013-03-13T00:02:00.001+13:002013-04-09T16:16:01.471+12:00Turning customer service ‘moments of truth’ into PR disasters<div class="MsoNormal">
In a <a href="http://bit.ly/XdQnxE" target="_blank">previous article</a>, I talked about the need for flexibility
and humanity in customer service over adherence to corporate process. The
example came from <a href="http://bit.ly/ZESmtl" target="_blank">JetStar’s headline news appearance in New Zealand over its treatment of the grieving mother of a shark attack victim</a>.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Less than two weeks later and the UK’s <a href="http://bit.ly/14KTEEn" target="_blank">Virgin Atlantic and their security contractor G4S provide another case study</a> of how not to deliver front line customer service.</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
In this
incident, gate staff refused to allow Petty Officer Nicky Howse - a serving
engineer in the British Royal Navy returning to duty from a family funeral - to
wear her uniform on a flight, despite this explicitly being allowed by Virgin’s
company policies.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
The story highlights the stark reality of how the actions of
individual employees at the front line can rapidly turn a company’s reputation
into a very public bad news story.<br />
<br />
<a name='more'></a>What lessons can other customer service managers learn from an incident which ended up requiring personal intervention from Virgin’s founder, Richard Branson?</div>
<br />
<h3>
What do your employees understand by ‘customer service’?</h3>
<h2>
<o:p></o:p></h2>
<div class="MsoNormal">
This incident is even worse than the JetStar situation, in
that the employees in question were acting in contravention of Virgin’s actual
policy. Over-zealous staff out of touch
with company policy led to a cascading situation, culminating in an appalling
national newspaper story.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
What should we expect front line staff to be thinking when dealing with ‘moment of truth’ situations?<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<h3>
Does a decision pass the ‘front page’ test?</h3>
<h2>
<o:p></o:p></h2>
<div class="MsoNormal">
Let’s start with a sense of proportionality. A customer service role means thinking about the wider
implications for your brand as well as enforcing individual rules or procedures. Managers, in particular, need to be aware of
the ‘big picture’ and think about the bigger picture – particularly in the age
of instant online news and social media.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
A former manager I worked for once called this “The Sun”
test (referring to the UK’s largest circulation tabloid newspaper, read by 2.4
million people). In making a decision,
ask yourself what your decision would look like as a 72 point headline on the
front page of The Sun.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
If you’re not 100% sure, maybe you need to think it through a bit more?<o:p></o:p></div>
<br />
<h3>
Does a situation ‘feel right’ for your company brand values?</h3>
<h2>
<o:p></o:p></h2>
<div class="MsoNormal">
An organisation’s brand and values should provide employees
with the ‘guiding star’ to follow in any situation where they may think “is
this the right thing to do?” This is why companies need to ensure they have a sound
customer strategy that drives home to employees their role as ambassadors of the company brand.</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Let’s take a look at Virgin Atlantic’s brand.</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Joe Ferry, Head of Design at Virgin Atlantic
summed it up well in <a href="http://bit.ly/13Tep4W" target="_blank">a press release launching their new identity on 30th July 2010</a>, saying <i>“It’s critical that we portray and live our differentiating brand
values.”</i><o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Dilys Matthews, Senior Partner at Circus (the brand agency)
commented that <i>“Virgin Atlantic makes
every day a happier day. It is a tonic for the soul delivering great product
and great experiences for customers all around the world.”</i><o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Petty Officer Howse’s situation serves as an
illustration of front line customer service going horrifically wrong, even in spite of this inspiring brand statement. In her case, a security guard from G4S has decided to question the right of Her Majesty’s Armed Forces to travel in uniform.
<br />
<br />
Coming from an organisation that was <a href="http://bit.ly/YhgeDB" target="_blank">bailed out by the military over their failure to provide sufficient security staff to cover the London Olympics</a>, that's not starting from the moral high ground.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Despite the security guard being just plain wrong (Virgin
has no restrictions on the military travelling in uniform, except where some
Caribbean countries prohibit this by law), the point was pressed.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Adding insult to injury, Petty Officer Howse was presented
with a ‘sleep suit’ in front of other passengers and asked to change out of her
uniform in a nearby lavatory.</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
I should
mention here that Nicky Howse is a personal friend and kindly shared the
details of the incident, and her subsequent complaint, for this article. I can assure readers that she made the staff concerned aware
at the time of her views about asking serving military personnel to change out of their uniform in a lavatory.</div>
<div class="MsoNormal">
<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Even if the G4S employee made the mistake, what on earth
possessed Virgin staff to the compound this error by ignoring their company's values and enforcing the decision in a public waiting area with such a humiliating request?<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
I’m sure that this question has been the subject of - as the
military have been known to phrase it - “an interview without coffee or a chair”
for individuals within Virgin Atlantic and G4S.<o:p></o:p></div>
<br />
<h3>
An outstanding complaint response is critical</h3>
<h2>
<o:p></o:p></h2>
<div class="MsoNormal">
Fortunately, the response to the formal complaint that was
raised by Petty Officer Howse started to demonstrate much better customer
service practice.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Her very detailed complaint was promptly met with an
extensive apology and a full refund of her flight. Rather than just dealing with this by letter,
Virgin Atlantic telephoned her to discuss the complaint.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
This was followed up with a personal letter of apology from
the Managing Director of G4S Aviation Services, with an invitation to a personal
meeting to discuss the incident.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Richard Branson also sent Petty Officer Howse a personal
e-mail apology that, in my view, ranks amongst one of the most impressive
complaint responses I’ve witnessed as a professional in the field. Its
contents will remain private, but suffice to say it is an outstanding example of accountability, humanity and empathy.<o:p></o:p></div>
<br />
<h3>
<span lang="EN-US">Every
customer contact is a ‘moment of truth’</span></h3>
<br />
<div class="MsoNormal">
Whilst Virgin Atlantic have recovered the situation with an
excellent example of good practice in complaint resolution, the incident has
undoubtedly damaged the company’s brand image in an emotive and sensitive
subject area.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
There are two critical lessons that this incident reveals
for the customer service manager</div>
<div class="MsoNormal">
</div>
<ul>
<li><span style="text-indent: -18pt;">The truth that every contact counts – especially
in the age of social media</span></li>
<li><span style="text-indent: -18pt;">Prevention is better than cure - a swift, well
handled complaint response can recover the situation, but only after reputational
damage has been done.</span></li>
</ul>
<br />
<div class="MsoListParagraphCxSpFirst" style="mso-list: l0 level1 lfo1; text-indent: -18.0pt;">
<!--[if !supportLists]--><o:p></o:p></div>
<div class="MsoListParagraphCxSpLast" style="mso-list: l0 level1 lfo1; text-indent: -18.0pt;">
<o:p></o:p></div>
<div class="MsoNormal">
Executives seeking to prevent this kind of
situation occurring would do well to revisit their organisation’s customer
strategy as the starting point.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Is your customer strategy embedded in the culture, heart and
soul of your company? Does it provide
your customer facing staff with the ‘guiding star’ to know what’s right and
wrong in a tricky situation?<o:p></o:p></div>
<br />
If not, then there is work to be done.
<!--EndFragment--><div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com6tag:blogger.com,1999:blog-1344270768121709105.post-611674918239099382013-03-01T12:37:00.001+13:002020-01-23T22:39:09.613+13:00Why business process must never replace humanity in a contact centre <br />
This article has moved. Please follow the link below:<div>
<a href="https://www.priceperrott.com/our-thinking/?post=contact-centres-humanity-over-process">https://www.priceperrott.com/our-thinking/?post=contact-centres-humanity-over-process</a></div>
<div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com0tag:blogger.com,1999:blog-1344270768121709105.post-91590215541285798362013-02-21T16:57:00.001+13:002013-03-24T10:31:12.884+13:00Are you prepared for the business and customer priorities of 2013-14?With the start of a new calendar year just behind us, it’s a
good time to reflect on the challenges facing us in 2013, and how well prepared
we all are.<br />
<br />
<div class="MsoNormal">
<o:p></o:p></div>
<div class="MsoNormal">
With the huge economic changes of recent years - and the rapid
emergence of technologies like social media - is 2013 going to be a turning
point for business performance and customer service?<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Or, will we be so distracted by the ‘shiny and new’ syndrome
of technology, that we fail to deliver on the basics of running an efficient
operation that meets the needs of our customers?</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
After all, you can put lipstick on the pig,
but it’s still a pig.
<br />
<br />
I’ve started the year by studying two key analyst reports and
launching <a href="http://svy.mk/15dknLJ" target="_blank">a new survey</a><span class="MsoCommentReference"><span style="font-size: 9.0pt;"> </span></span>to
find out more about the headline issues they've highlighted.<br />
<br />
<a name='more'></a><h3>
</h3>
<h3>
What are organisations’ priorities for 2013?</h3>
</div>
<h2>
<o:p></o:p></h2>
<div class="MsoNormal">
<br />
The <a href="http://bit.ly/103dl7F" target="_blank">Customer Management IQ Executive Priorities 2013</a> report makes for really interesting
reading. The key highlight for me was
the finding that <b>broken business processes</b>
remain the number one pressing business issue. Yes, it’s lower than in the 2012 survey results, but the
prevalence of (i) broken processes and (ii) frequent data input errors in the top slots
again still indicates that many organisations are just not on top of the basics.<br />
<br /></div>
<div class="MsoNormal">
<o:p></o:p></div>
<div class="MsoNormal">
The fact that the following three issues of concern are
missed sales opportunities, customer churn and low employee morale does not,
therefore, come as a shocking revelation.
If processes are broken and people are making mistakes (undoubtedly
leading to service failure) then how can we expect things to be going well?<o:p></o:p></div>
<div class="MsoNormal">
<br />
What have we been doing through the last decade or two of
quality improvement, process re-engineering, lean six sigma and customer
centricity initiatives that mean we’re still dropping the ball?<o:p></o:p></div>
<div class="MsoNormal">
<br />
These findings go to the heart of customer service and
business operations. Let’s face it,
having the basics right is still essential for every other initiative that
follows on behind it. Surely nobody consciously builds in inefficiency and
waste any more, right?<o:p></o:p></div>
<div class="MsoNormal">
<br />
In the Government sector, for example, shared services are still
seen as a key to doing ‘more with less’ in an age of austerity. Yet, the lessons of the last few years from
the UK Government sounds a clear warning – that sharing services without
addressing the basics of process re-design doesn’t (unsurprisingly) deliver the
promised land set out in so many business cases. This is an issue <a href="http://bit.ly/11x42mJ" target="_blank">I talked about in more detail back in March 2012</a>.<o:p></o:p></div>
<div class="MsoNormal">
<br />
Gartner Group’s 2013 CIO survey, reported in New
Zealand’s <a href="http://bit.ly/X3ekJQ" target="_blank">CIO magazine</a>, tells us that business priorities remain increasing growth (1),
delivering operational results (2) and reducing costs (3). Interestingly, innovation in products and
services (6) comes above improving efficiency (7).<br />
<br />
The thirst for knowledge about customers is
revealed by ‘Analytics and Business Intelligence’ taking the number one slot as
2013’s big technology priority. Meanwhile, Customer Management IQ reports nearly 64% of
decision makers stating that increasing customer loyalty is their top
priority.<br />
<br />
We know from academic research
(Brady & Cronin, 2001) that a customer-oriented business generates
increased loyalty from its customers. The
same research identified the need for organisations to learn (so analytics is a
good thing, if correctly applied!) as key to this success, so business may be
on the right track here.</div>
<div class="MsoNormal">
<o:p></o:p></div>
<div class="MsoNormal">
<br />
But before we get too enthusiastic, we also know that no
amount of analytics technology will help if the business processes analysing
data and generating business improvement are fundamentally broken.<br />
<br />
That takes
us back to square one.<br />
<br />
<h3>
Price Perrott survey assessing progress in key initiatives</h3>
</div>
<h2>
<o:p></o:p></h2>
<div class="MsoNormal">
Insightful as these reports are, what they haven’t yet focused on is the question of which initiatives are taking place 'on the ground' and how much progress is being made.<br />
<br /></div>
<div class="MsoNormal">
That’s why I’ve launched a new survey to look at this next
level down. We're assessing different
priorities, progress and approaches being taken, based on responses from organisations.<o:p></o:p></div>
<div class="MsoNormal">
<br />
<a href="http://svy.mk/15dknLJ" target="_blank">You can contribute via this link to the online survey</a><o:p></o:p></div>
<div class="MsoNormal">
<br />
The questions focus on business readiness in six ‘hot topic’ areas:</div>
<div class="MsoListParagraphCxSpFirst" style="mso-list: l0 level1 lfo1; text-indent: -18.0pt;">
<ul>
<li>Business leadership</li>
<li>Business process improvement<span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span></li>
<li>Change management</li>
<li>Customer experience</li>
<li>Technology implementation</li>
<li>People management</li>
</ul>
</div>
<br />
<div class="MsoNormal">
As with any survey, it’s only as good as the responses
given, so that’s my appeal to you today. For a few minutes of your time, you’ll help provide valuable insight
into what businesses are doing in 2013-14 and whether or not we’re likely to
meet the challenges that the Customer Management IQ and Gartner studies say we’re
facing.<o:p></o:p></div>
<div class="MsoNormal">
<br />
I’ll be reporting back the findings in April, so watch
this space and please do encourage colleagues and networking contacts to take
the survey as well.<o:p></o:p><br />
<br />
We can all have priorities for 2013-14 : the key question is what are we doing about them?</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b>References:<o:p></o:p></b></div>
<div class="MsoNormal">
<i><span lang="EN-US"><a href="http://www.customermanagementiq.com/downloadContent.cfm?ID=1064" target="_blank">Executive
Priorities 2013 : Customer Management</a></span></i><span lang="EN-US"><a href="http://www.customermanagementiq.com/downloadContent.cfm?ID=1064" target="_blank">, IQPC</a>.</span><span lang="EN-US"><br />
<!--[if !supportLineBreakNewLine]--><br />
<!--[endif]--><o:p></o:p></span></div>
<div class="MsoNormal">
<span lang="EN-US"><a href="http://bit.ly/X3ekJQ" target="_blank">Digital technologies are the top priorities for 2013. CIO New Zealand</a></span><span lang="EN-US"><br />
<!--[if !supportLineBreakNewLine]--><br />
<!--[endif]--><o:p></o:p></span></div>
<div class="MsoNormal">
<a href="http://bit.ly/11x42mJ" target="_blank">Price Perrott blog: The Customer Service Experience, March 2012,“Reforming New Zealand’s Public Services.”</a></div>
<div class="MsoNormal">
<span lang="EN-US"><br />
Brady, M. & Cronin, J.J., 2001. Customer orientation: Effects on customer
service perceptions and outcome behaviors. <i>Journal of Service Research</i>,
3(3), p.241.</span>
</div>
<div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com0tag:blogger.com,1999:blog-1344270768121709105.post-46903830425111930002012-11-16T07:45:00.001+13:002020-01-22T11:06:42.191+13:00Brilliant basics: How FedEx delivered outstanding customer serviceThis article has moved. Please follow the link below:
<br />
<div>
<a href="https://www.priceperrott.com/our-thinking/?post=fedex-delivers-outstanding-customer-service">https://www.priceperrott.com/our-thinking/?post=fedex-delivers-outstanding-customer-service</a></div>
<div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com2tag:blogger.com,1999:blog-1344270768121709105.post-27301360720862537112012-10-08T10:11:00.001+13:002020-01-24T14:15:07.747+13:00Brilliant basics are essential in good service: a study of a banking failureThis article has moved. Please follow the link below:<br />
<div>
<a href="https://www.priceperrott.com/our-thinking/?post=brilliant-basics-banking-failure-case-study">https://www.priceperrott.com/our-thinking/?post=brilliant-basics-banking-failure-case-study</a></div>
<div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com1tag:blogger.com,1999:blog-1344270768121709105.post-32331925496677611842012-08-15T10:51:00.001+12:002020-01-22T11:07:17.056+13:00Why social media matters in complaints managementThis article has moved. Please follow the link below:<br />
<div>
<a href="https://www.priceperrott.com/our-thinking/?post=social-media-in-complaints-management">https://www.priceperrott.com/our-thinking/?post=social-media-in-complaints-management</a></div>
<div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com0tag:blogger.com,1999:blog-1344270768121709105.post-76362256874359687962012-07-25T11:39:00.001+12:002016-11-25T09:00:18.655+13:005 essential tips for contact centre complaints handling<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">Those of us who've had responsibility for complaints management at one time or another will have experienced a full spectrum of complainant behaviour. From tears to anger, humility to assertiveness; those dealing with complaints will see it all at some point in their career.</span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span><br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">For many, this is one of the motivations for taking on a customer service role - making a real difference to the customer who's had a particularly raw deal. Being able to sort out a problem and see a fellow human being move from anger to gratitude is something that reminds us why we took on the job in the first place.</span><br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">It can be an emotional experience for people at the front line of complaints. The rewards are equally matched (and frequently outweighed) by harder times that test personal resilience. </span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span><br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">What are some of the essential tips that help the customer service managers and their teams cope with the complex challenges of complaints?</span><br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span>
<br />
<a name='more'></a><span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">Here are five tips for you and your teams to discuss at your next team briefing. They'll help you manage your personal performance from the simplest to the toughest of complaints.</span><br />
<br />
<h3>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif; font-size: small;">1: Customers are human too: respect their feelings and situations</span></h3>
<br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">We often hear the phrase "put yourself in the customer's shoes". This is more than just a catchphrase when it comes to complaints management - it's a make or break first contact rule.</span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span><br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">Brushing up on your interpersonal skills - particularly around active listening - will help you give the customer the space they need when they contact you with their complaint. We've all experienced the angry customer seemingly on a raging tirade about their problem the moment you've picked up the call.</span><br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">Empathy is more than just a word, it's an attitude that'll come through in your voice and tone. Giving your customer the time to explain, to let their emotions dissipate and make sure you're having a rational, adult conversation will help - you need to reason with them, not argue with their emotions.</span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span><br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">Your first reaction to a complainant, like no other 'moment of truth', has the potential to cause a customer to either defuse or explode.</span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span><br />
<i><span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">Tip 1: Active listening skills are essential for building rapport with a complainant.</span></i><br />
<br />
<h3>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif; font-size: small;">2: Understand people's reasons for complaining</span></h3>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br />People have a range of motivations for complaining and you can't assume every customer's motives are the same. If you've followed tip 1, you'll probably have started picking up the clues of what's affecting this particular customer. They're an individual. Their feelings are unique, even if the situation is one you may have seen before.</span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span><br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">Behavioural research [Richens (1982)] has identified six common motivating factors for customers typically complaining. You need to understand the individual circumstances - whether it's complaining to solve a problem, or wanting to make it right for the next customer. Understanding what the customer wants to happen is critical to a successful resolution.</span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span><br />
<i><span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">Tip 2: Keep your assumptions to a minimum. Ask the customer what they're looking for that will successfully resolve the complaint in their view.</span></i><br />
<br />
<h3>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif; font-size: small;">3: Manage your own reactions - it's professional, not personal</span></h3>
<br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">All this empathy can be tiring! It's a skill, and a challenging one at that. This is why complaints management can be such a rewarding step in your career development.</span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span><br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">You'll need to learn how to manage your own reaction to all sorts of tough situations. It might be a simple procedural issue, or a complex and sensitive complaint with serious emotional impacts on everyone.</span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span><br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">If you're facing a persistent complainant, they can be a whole different situation and test your emotions to the extreme. Research by Lester (1984) has identified a typically higher incidence of threats of violence, retribution and suicide from persistent complainants, so there's no limit to what you might be faced with.</span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span><br />
<i><span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">Tip 3: Understand your own behaviour and reactions. What do you need to cope with complex and emotional complaints and manage your own wellbeing?</span></i><br />
<h3>
<br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif; font-size: small;">4: Prepare your support networks - how do I solve the tricky problems?</span></h3>
<br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">Many complaints, whilst individual, may not be a surprise to you. Your organisation should have a way of dealing with complaints and resolving known problems. Being familiar with the policies and procedures that are in place to help you is vital to handling complaints effectively.</span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span><br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">For the tricky complaints, where do you go for help? What if you need to escalate a caller to your supervisor or another senior manager? How can you get hold of them when you need to?</span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span><br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">Make sure you have the tools, referrals, support tools and networks in place so you're ready to give the complainant as smooth an experience as possible. </span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br />Remember the six P's: <b>p</b>rior <b>p</b>reparation and <b>p</b>lanning <b>p</b>revents <b>p</b>oor <b>p</b>erformance.</span><br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">What about you? What support do you need to cope with your own emotions? What's the support network you have in place - be it personal, professional or emotional.</span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span><br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">Research by Bell & Luddington (2006) has shown that complaints can have a negative impact on customer service staff's commitment to customer service. The support networks you have in place are the way you'll keep a positive culture of customer service from being eroded by the negative impact of complaints.</span><br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span>
<i><span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">Tip 4: Be prepared! Remember the six P's. Have your networks, processes and personal coping strategies ready in advance of dealing with complaints.</span></i><br />
<h3>
<br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif; font-size: small;">5: Don't let the last customer's problem become the next caller's concern</span></h3>
<br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">Closely related to tip 3, this is an important point to re-state. The concept of 'emotional contagion' has been identified in research as a known factor affecting customer service staff [Dallimore, Sparks & Butcher, 2007]. <br /><br />Essentially, customers can transfer their anger to the customer service staff member they're speaking to - who in turn transfers its impact to the customer they deal with next.</span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span><br />
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">When you've finished dealing with a difficult customer, think about how you'll prepare yourself for a new caller with a completely different situation.</span>
<span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span><br />
<i><span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;">Tip 5: Pause. Don't let the last customer's situation inadvertantly spill over into forming the next customer's first impression.</span></i><br />
<i><span class="Apple-style-span" style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></i>
<br />
<div style="margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px;">
<br /></div>
<div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com5tag:blogger.com,1999:blog-1344270768121709105.post-12252970783400998222012-07-02T19:48:00.000+12:002012-07-03T07:28:18.169+12:00Service failure: how social media changes complainants' balance of powerThere have now been at least two decades of “best practice”
advice on how businesses must understand the importance of good customer
service.<br />
<div class="MsoNormal">
<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Research into consumer and complainant behaviour goes back
to studies such as Day and Landon’s (1977) classification of customer responses
when faced with poor service. This research is still valid today, but in the
new context of social media.<br />
<br />
In the 21<sup>st</sup> century, dissatisfied customers can
ensure their complaint experience is very public. The age of Twitter, LinkedIn
and Facebook radically shifts the balance of power towards the customer, giving
new routes to publicise dissatisfaction with poor performance that previously
remained a private and personal frustration.</div>
<div class="MsoNormal">
<br />
Yet some organisations seem to insist on failing to learn the
long proven lessons of giving good customer service, delivering experiences
that are - at best - sloppy.</div>
<div class="MsoNormal">
<br />
It may be that the finance director considers the pipeline
of new customers delivering revenue into the sales department outweighs the
customer churn and defection in service delivery. However, this is not a
business strategy likely to produce long-term growth or award winning success.<br />
<br />
Social media has shifted the balance of power to the
complaining consumer, now capable of launching public reputational damage on a
scale never before available.</div>
<a name='more'></a>
<div class="MsoNormal">
<h3>
<b style="mso-bidi-font-weight: normal;"><br /></b></h3>
<h3>
<b style="mso-bidi-font-weight: normal;">A case study example
of a 21<sup>st</sup> century service failure</b></h3>
</div>
<div class="MsoNormal">
<br />
Today’s blog illustrates this point with a current customer
experience case study. It illustrates a
truly spectacular example of compound service failure by a UK broadband service
provider. Their task was a simple one – deliver the service you’ve promised to
a new customer who’s switching from a different provider. Bread and butter
stuff for a utility provider.<br />
<br />
Having eagerly taken the customer’s money, the service
experience has been:</div>
<ul>
<li>A promise (1<sup>st</sup> June) of a 7-10 day
installation deadline.</li>
</ul>
<ul>
<li>A failure to deliver to this deadline, with the
customer having to chase up two weeks later.</li>
</ul>
<ul>
<li>A customer service advisor stating the original
delivery date “should never have been promised”, with the actual date not being
for another two weeks (now 26<sup>th</sup> June, nearly a month after service
order).</li>
</ul>
<ul>
<li>A chase-up phone call on the 25<sup>th</sup>
June by the customer resulting in an assurance that everything would be “ready
to use” tomorrow, as promised.</li>
</ul>
<ul>
<li>On installation day, an engineer fits the phone
line and reveals that essential equipment should have been posted to the
customer in advance. No mention of this was made in the ‘ready to go’ phone
call previously held, but the service cannot go live until it arrives.</li>
</ul>
<ul>
<li>A second installation engineer unexpectedly arrives
the following day to “sort out your installation”. A chase up call when the
service still fails to work reveals this second engineer has actually switched
the service to a completely new number. </li>
<li>Phone calls now start being received from a fax machine. It transpires the second engineer installed somebody else's fax line at entirely the wrong address, replacing the internet line which was - in fact - working (but without a router).</li>
<li>The company concerned is equally confused, believes the customer has ordered two lines and has no record of the actual line installed by the second engineer. They have to speak to the engineer in person to find out what he's done and why and promise to have the service working within two days.</li>
</ul>
The initial complaint call was mishandled beautifully in itself,
with the contact centre advisor having “no supervisor available.” A callback informed the customer that “nothing
that can be done to speed this up” before asking whether or not the customer was
happy with the service they’d provided.<br />
<div class="MsoNormal">
<br />
Breathtaking, isn’t it?<br />
<br /></div>
<div class="MsoNormal">
<h3>
<b style="mso-bidi-font-weight: normal;">Social media turns private problems into public disasters</b></h3>
</div>
<div class="MsoNormal">
<br />
Yes, the contact centre may have succeeded in getting rid of
today’s annoying service call by fobbing off the customer. After all, it’s just one customer and we
provide the service, so what can they do about it?</div>
<div class="MsoNormal">
<br />
In the 21<sup>st</sup> century, however, the customer has
social media to get their message out. They could choose to ‘name and shame’
their provider and ensure their poor quality experience reaches a wide
audience. If a celebrity picks it up on Twitter, then the hits run into
millions in very short order.</div>
<div class="MsoNormal">
<o:p></o:p></div>
<div class="MsoNormal">
The internet also gives the complainant a mine of information on the company.</div>
<div class="MsoNormal">
<br />
The company’s evasive and hard to follow complaints
procedure designed to deflect feedback (in this case) can be circumvented when customers can easily
find the director’s profiles on LinkedIn.
The uncontactable decision makers are suddenly very publicly available
and can be held personally to account on social media.<br />
<br />
The fact their officiously worded complaints process insists "if you write to the Chief Executive before following the rest of this process you will receive no response" does not help their cause. This is very definitely not ISO10002 compliant best practice in complaints management.</div>
<div class="MsoNormal">
<br />
Social media now gives the individual consumer much more power to act,
should they choose the complainant path defined by Day & Landon (1977) as
“take 3<sup>rd</sup> party action.” In
2002, research by Sampson said that a dissatisfied customer would leave the
firm and tell around 20 people of their experience.</div>
<div class="MsoNormal">
<br />
A decade later, Twitter gives the dissatisfied
customer several orders of magnitude greater influence.<br />
<br /></div>
<div class="MsoNormal">
<h3>
<b style="mso-bidi-font-weight: normal;">What are the lessons from this service failure?</b></h3>
</div>
<div class="MsoNormal">
<b><br /></b>
<b>First: prevention is
better than cure.</b></div>
<div class="MsoNormal">
<br />
It remains truly shocking that a modern utility provider can
allow this situation to arise in the first place. The “computer says no” culture no longer has
a place in today’s customer centric world.
It doesn’t matter whether this failure has been driven by the rush to
profit and a ‘sales first’ policy or carelessness in planning and resourcing
the delivery side of an organisation. Such a breach of basic customer service
and follow up recovery action is indefensible.</div>
<div class="MsoNormal">
<br />
<b style="mso-bidi-font-weight: normal;">Checkpoint:</b> <i>How
good is your organisation at identifying and preventing problems occurring
before they reach the stage of a customer having to complain?</i></div>
<div class="MsoNormal">
<b><br /></b>
<b>Second: take positive
action to rectify the situation at the first complaint.</b></div>
<div class="MsoNormal">
<br />
In this example, the organisation has missed the golden opportunity in two customer contacts (real "moments of truth”) to fix
the customer’s problem.
That’s really bad and they’ve now made a bad situation worse.</div>
<div class="MsoNormal">
<br />
Morris (1988) has shown how an organisation’s response can
positively affect customer repurchase intentions. Compounding the initial
problem with a further delay, incompetent mishandling and no attempt to take
responsibility for the problem breaches too many areas of good practice.</div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><br /></b>
<b style="mso-bidi-font-weight: normal;">Checkpoint: </b><i>What
does your organisation do to fix customer’s problems at the first point of
contact, as soon as you become aware of the situation?</i></div>
<div class="MsoNormal">
<i style="mso-bidi-font-style: normal;"><br /></i>
<b>Third: apologise,
explain and fix the problem – or risk 21<sup>st</sup> century public
retribution.</b></div>
<div class="MsoNormal">
<br />
Customers are sophisticated enough to know when they’re
being fobbed off. Don’t give them a reason to pull the 21<sup>st</sup> century
trigger embodied in the ‘tweet now’ button. Assuming your organisation finally decides to fix the
problem, the degree of effort put into your response has to be proportionate to
the size of the hole you’ve dug yourself into.
“Sorry” no longer cuts it.<br />
<br /></div>
<div class="MsoNormal">
In this case, derisory offers of compensation far below the
value of the inconvenience have already been made. These just add insult to
injury as a formulaic response that is inappropriate to the customer’s
situation, whilst the problem remains and is being compounded.</div>
<div class="MsoNormal">
<br />
Our case study customer has had plenty of time deprived of the internet in which to craft their 21<sup>st</sup> century assault when the service
finally comes up. The organisation has succeeded in turning someone from “a bit
fed up” into a positively rabid complainant with a series of grievances and a strong
sense of perceived injustice (Blodgett et al, 1997).</div>
<div class="MsoNormal">
<br />
Dangerous stuff for people with a Twitter
account.</div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><br /></b>
<b style="mso-bidi-font-weight: normal;">Checkpoint:<i style="mso-bidi-font-style: normal;"> </i></b><i style="mso-bidi-font-style: normal;"> </i><i>How well do our complaint responses and
service recovery actions match the customer’s situation and sense of injustice?</i></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><br /></b>
<br />
<h3>
<b style="mso-bidi-font-weight: normal;">How does this
customer experience story end?</b></h3>
</div>
<div class="MsoNormal">
<br />
That’ll be up to the Board of Directors for this utility
company. LinkedIn has helpfully provided
their electronic contact details that they choose not to provide on their
company complaints page.</div>
<br />
<div class="MsoNormal">
They are now the last backstop between the customer, their
complaint story and the world wide web. Their final “moment of truth” opportunity
approaches like a freight train.</div>
<div class="MsoNormal">
<br />
Will they fob off the customer as just one annoyed
individual, or launch an investigation into how their service department
delivers broken promises, poor service quality, wasted profits and customer
dissatisfaction?</div>
<div class="MsoNormal">
<br />
If they are in any doubt as to how the customer might react,
I would recommend a thorough read of Richens (1982) and Day’s (1984) studies
into consumer complainant behaviour before they decide to hit ‘send’ on their
response.<br />
--
<br />
<i>I'll be covering more on this topic in my presentation "Improving business performance through better complaints management" at the <a href="http://www.worldbusinesscapabilitycongress.com/customer-and-market-focus-speakers/">World Business Capability Congress</a> in Auckland, New Zealand, December 5-7th 2012. </i><br/><br/><i>If you're interested in attending a follow up Price Perrott seminar on complaints management during 2013, <a href="http://www.priceperrott.com/Contact_us.html" target="_blank">contact me</a> to register your interest now.</i></div>
<div class="MsoNormal">
<o:p></o:p></div><div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com2tag:blogger.com,1999:blog-1344270768121709105.post-79674874426307698302012-05-27T00:41:00.000+12:002012-05-29T10:01:22.442+12:00Banking websites perform poorly on publishing customer service standards<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">A Price Perrott snapshot survey of major high street banking websites in the UK and New Zealand has revealed poor performance in publishing commitments to customer service standards.</span><div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">A simple test was applied to the major high street banking websites in both the UK and New Zealand, determining the ease with which consumers are able to find out about their bank's commitment to customer service </span><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">excellence.</span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Only three of ten global banks performed acceptably, with the remaining seven leaving internet based consumers in the dark as to the standards of service they can expect.</span></div>
<a name='more'></a><div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-weight: bold;"><span class="Apple-style-span" style="font-size: small;">What did we test?</span></span></h3>
<h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small; font-weight: normal;"><br /></span></h3>
<h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small; font-weight: normal;">Price Perrott's snapshot survey involved a visual review of the home page of each bank's main website for obvious links. A search of each website using the search engine provided was made using the following phrases:</span></h3>
<div>
<ol>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Customer charter</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Customer promise</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Customer service mission</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Customer service standards</span></li>
</ol>
</div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">In New Zealand, the bank websites tested were:</span></div>
<div>
<ol>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">ANZ</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">National Bank (part of ANZ group)</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">ASB</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">BNZ</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Westpac</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Kiwibank</span></li>
</ol>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">In the UK, the bank websites tested were:</span></div>
</div>
<div>
<ol>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Barclays</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">HSBC</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">National Westminster Bank (NatWest)</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Lloyds TSB</span></li>
</ol>
</div>
<h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">What results did we find?</span></h3>
<h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small; font-weight: normal;"><br /></span></h3>
<h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small; font-weight: normal;">The clear winner was the UK's NatWest bank - the only institution with its customer charter as one of the five key links right in the centre of their home page.</span></h3>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">In New Zealand, ANZ emerged as the top performer with the first search engine test providing an immediate link to a clearly presented page setting out the Retail General Manager's customer service promises. National Bank (a part of ANZ Group) followed closely behind, with customer service standards reached from the 'About us' link in two clicks.</span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Performance amongst other banks was less impressive. New Zealand's ASB takes an innovative approach of having a customer experience video available within a couple of clicks, which was felt to be worthy of mention.</span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">The other New Zealand banks had little or no information returned from the search engines of relevance, offering top search returns of basic word matches and lengthy documents (like the code of banking practice) as PDF files</span><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">. Westpac returned a page linking to their Retail General Manager's commitment to "the Westpac customer promise". Finding information on what this promise contained proved more elusive. A search engine test on exactly this phrase gave no significant returns of relevance on the first page of hits.</span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">The UK experience amongst the big four high street banks reflected the New Zealand results. National Westminster's website was nothing short of exceptional with the most obvious available information of any bank tested. The prominence of a customer charter as one of the five main links from their homepage gave a high profile and visible commitment to customer service as a high business priority.</span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">NatWest was also considered to have done well in the search engine results. Their customer charter page was returned very quickly in the first page of hits in all but the third search phrase tested. Where documents were returned, these were found to give customer charter achievement results with a swift link to the charter standards themselves. NatWest puts the consumer no more than two clicks from its customer charter.</span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">The remaining UK banks tested did not fare very well at all. With little or no information evident on the home pages, even a search of small links to 'about us' areas of the website revealed little performance information on the standards the customer could expect to receive.</span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">The general impression of the other UK bank results was one of a product based transactional website designed to steer the customer into the product sale the institution wishes to push. Contact numbers are given in some cases, but little information on the service standards that apply once the consumer has been steered into buying a product.</span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-weight: bold;"><br /></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-weight: bold;">Our assessment</span></div>
<h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small; font-weight: normal;"><br /></span></h3>
<h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small; font-weight: normal;">This was an interesting exercise to perform, from the perspective of an average consumer using the internet to answer the question "what standard of service can I expect from this bank?"</span></h3>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">The leaders - NatWest in the UK and ANZ in New Zealand - gave the clear impression of a corporate culture committed to excellence in customer service. ASB's innovative video approach was felt to be interesting, but quickly began to have the feel of a sophisticated sales qualification tool.</span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">In a competitive market like financial services, it's important to recognise that consumers have high expectations and value the look and feel of personal services. The global financial crisis has not helped the reputation of bankers in recent years.</span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Banking institutions demonstrating their commitment to high standards of customer service by making open promises to their customers about performance standards will see the benefits of greater loyalty and lower customer churn.</span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: 19px; font-weight: bold;"><span class="Apple-style-span" style="font-size: small;"><br /></span></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: 19px; font-weight: bold;"><span class="Apple-style-span" style="font-size: small;">Three questions you should think about</span></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">If you've found this an interesting article, consider what it means for your own organisation and think about the following three questions:</span></div>
<div>
<ol>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">what is it our customers want to know about the service they're going to get from us?</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">does our website search engine help them find this information quickly and easily?</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">has my organisation put service excellence at the heart of its customer strategy?</span></li>
</ol>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">How easy it is to find your commitment to customer service says a lot about how seriously you take the delivery of service excellence.</span></div>
</div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div><div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com0Wellington, New Zealand-41.2864603 174.776236-41.4773693 174.46037900000002 -41.095551300000004 175.092093tag:blogger.com,1999:blog-1344270768121709105.post-2967870903850912892012-05-23T00:18:00.001+12:002015-02-05T03:38:40.912+13:00Improving business performance requires a better customer experience<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">This might seem like a statement of the obvious for this inaugural blog posting, but apparently that opinion may not be shared by everyone. Consequently, I thought I'd kick off discussions on this blog with an experience of what it's like to shop for travel insurance.</span><br />
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">This is the 21st century. Business has now had a good couple of decades of experience in</span><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"> using the internet, contact centres and customer relationship management (CRM) technology to hone its service performance. Brand identities, strategies and commitments to customer care have been set and repeatedly communicated. Commitments to a customer vision and seamless world-class experience have been made, with mission statements written and distributed.</span></div>
<div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">The integration of technology into blended, multi-channel environments makes it easier than ever before for a customer to shop around and find the most competitive deal as possible; quickly, easily and without too much effort. For all the millions of dollars (in any currency) invested in sales, marketing and service, the customer must surely find it simpler than ever before to hand over their hard earned money to an organisation - in return for great value products and excellence in customer service.</span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">How does this situation match with an actual customer experience? Consider a practical case study example from this afternoon, on a sunny autumn day in the southern hemisphere.</span></div>
<a name='more'></a><div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">The customer's situation and need</span></h3>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"></span><br />
<ul><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">
<li>A customer gets free travel insurance provided with their bank credit card if they pay for more than half of their trip's pre-booked expenses using it.</li>
<li>They're about to travel on business and want to arrange cover that goes beyond the 90 day period specified in their free terms and conditions. </li>
<li>They need to check out travelling with a simple pre-existing medical condition and want to shop around for the best deal, comparing costs between two providers they've done business with before.</li>
</span></ul>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">
</span>
<br />
<ul>
</ul>
<h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">The players involved </span></h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"></span><br />
<ul><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">
<li>Provider A - the customer's existing bank's insurance arm. </li>
<li>Competitor B - a travel insurance company that the customer has previously held a policy with. </li>
<li>Underwriter C - the company that underwrites special conditions for both Provider A and Competitor B.</li>
</span></ul>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">
</span>
<br />
<h3>
<span class="Apple-style-span" style="font-weight: normal;"><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">The scene is now set for 21st century business to deploy its arsenal of efficiency in sales, marketing and service. Internet enabled technology and fully staffed contact centres are ready and waiting. What does it actually feel like to be </span></span><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small; font-weight: normal;">a customer of two leading Asia-Pacific regional insurance providers in completing this transaction?</span><br />
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small; font-weight: normal;"><br /></span></h3>
<h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">The customer's purchasing experience</span></h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: x-small;"><i>A running count of the number of times information is given is contained in parentheses [ ].</i></span><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-weight: normal;"><i><br /></i></span><br />
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><b>Step 1:</b><i> Talk to the people you're already with - Provider A.</i></span><br />
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
</div>
<ul>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Read credit card insurance terms and conditions. Discover </span><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">free travel insurance has conditions around (a) duration of trip and (b) medical conditions, as set out on page 15, subsection 1(c) of a rather small print booklet.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Call provider A to discuss the details of extended trip.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Provide name and address details [1] which are now "updated onto our system". </span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Explain situation [1] and why you're calling, based on page 15, subsection 1(c).</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Advisor refers you to underwriter C, giving an alternative phone number you need to call. A transfer is not available.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Call Underwriter C as instructed.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Provide name and address details [2] now "updated onto their system".</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Explain situation [2].</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Provide trip details [1].</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Obtain quote of additional cost - $400 fee, with reference number 1 supplied.</span></li>
</ul>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><b><br /></b></span>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><b>Step 2:</b><i> Shop around and exert your consumer rights with Competitor B - a trusted provider you've dealt with before.</i></span></div>
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
</div>
<ul>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Call competitor B to discuss your needs for renewed business. Explain situation [3].</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Provide name and address details [3].</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Obtain insurance options and quotes from advisor.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Ask about medical conditions and whether they need to be declared. Yes, but they'll be okay as it's simple.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Referred to Underwriter C for a medical authorisation number.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Advisor transfers automatically to Underwriter C. Explain you've just spoken to them with a different company. Explain situation [4].</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Provide name and address details [4] to Underwriter C.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Provide details of trip [2].</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Undertake medical assessment online - all OK, no problems.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Underwriter C advisor informs you that they can now see you've called previously. Fantastic, but a bit late to avoid repeating information.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Advisor provides reference number 2, authorising the medical condition.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Confirmation details sent by post to home address. No electronic mail option is available. They apologise for the inconvenience.</span></li>
</ul>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><b><br /></b></span>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><b>Step 3:</b> <i>Compare what you've found and exert your rights of choice as an informed consumer.</i></span></div>
<ul>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Note Competitor B's policy is more expensive, with additional restrictions.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Decide to purchase additional cover from Provider A, as a loyal customer and with a better cost profile.</span></li>
</ul>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><b><br /></b></span>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><b>Step 4:</b> <i>Purchase your desired insurance product.</i></span></div>
<div>
<ul>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Call underwriter C back and provide reference number 1.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Explain the situation to a new advisor [5].</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Provide payment credit card information.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Request business name be added to address details for accounting purposes.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Explain the difference between a company address, a home address and why the two are different. Give up on second attempt, after being told this means re-entering your personal information and providing it all again.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Receive copy of policy information immediately in your e-mail inbox (from the same company that has previously said it must post a medical assessment confirmation in writing due to a lack of e-mail).</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Asked by Advisor if you want to "process the other travel policy."</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Clear up confusion about reference number 2 being from a competitor quote and hence confirming this is proof of medical authorisation having already been given. Explain there is no second insurance policy for another trip.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Advisor informs that the previous medical assessment is not valid for this quote and questions need to be repeated again (despite it being the same Underwriter and within an elapsed duration of no more than 15 minutes).</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Debate why the authorisation number can't be linked, but give up quickly and agree to re-answer the same questions again.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Informed of a hidden charge of $100 extra mentioned nowhere else in the process or documentation, raising the cost of Policy A by 25% from the previous quote.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Decide Policy A is now uncompetitive.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Cancel policy purchase and ensure refund is processed in light of hidden charges now revealed.</span></li>
</ul>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><b><br /></b></span>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><b>Step 5:</b> <i>Purchase the other (now cheaper) insurance product:</i></span></div>
</div>
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
</div>
<ul>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Call back competitor B.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Explain situation [6] to a new advisor.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Provide name and address details [5] again.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Provide trip details [3] again.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Confirm underwriter C reference number giving medical authorisation.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Discuss and agree payment card details.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Find out about a hidden $40 admin processing fee for medical condition authorisation that hasn't been disclosed to date.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Re-evaluate costs and decide to proceed with revised fee.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Bat off up-selling efforts of inappropriate insurance add-on products.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Negotiate discount by agreeing to take a higher excess.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Process payment.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Speak to advisor's supervisor and compliment them for handling the last call in a long chain so humorously and professionally.</span></li>
</ul>
<h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;"><br /></span></h3>
<h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">Performance statistics</span></h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Total transaction time: <b>1 hour 40 minutes</b><b style="font-weight: normal;">. </b>Seriously. To buy insurance!</span><br />
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-weight: normal;">Insurance policies purchased: 1</span><br />
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-weight: normal;">Number of times address information provided:<span class="Apple-tab-span" style="white-space: pre;"> </span>5</span><br />
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><span class="Apple-style-span" style="font-size: small;">Minimum times address information provided to a single company: 2</span></span></div>
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">Number of contacts required to complete purchase: 7</span></div>
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">Number of contacts within one provider's end-to-end business process : 4</span></div>
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">Hidden charges not revealed until after "informed decision" made: 2</span></div>
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">Value of hidden charges as a percentage of initial quotes: 9.35% - 25%</span></div>
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">Number of cancellations due to late disclosure of hidden information: 1</span></div>
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">Contact channels used for both providers: 3 - internet, phone and e-mail.</span><br />
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;"><br /></span></div>
<h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">Competitor B business winning performance statistics</span></h3>
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">Channels required to complete purchase: 3 - phone, e-mail and internet</span></div>
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">Number of handovers or calls made: 3</span></div>
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">Number of times address provided during the end-to-end process: 3</span></div>
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">Number of companies involved: 2</span></div>
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">Best customer service advisor: Mary of Melbourne, Australia.</span><br />
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;"><br /></span></div>
<h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">What can business learn from this experience?</span></h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br />Regrettably, this is not an atypical experience of doing business in today's marketplace, despite (or maybe due to) widespread investment in "enabling technologies". For all the sales hype around CRM, integrated contact centre technology, web enablement and their benefits to business, many organisations still forget to consider the simple step of testing a customer's actual experience in the journey through their business processes from first contact to completing a transaction.</span><br />
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;"><br /></span></div>
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">Here are some key lessons to take away and apply in your own organisation:</span></div>
<div style="font: 12.0px Helvetica; margin: 0.0px 0.0px 0.0px 0.0px;">
</div>
<ul>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">The business case benefits promised by "channel shift" (moving customers from more expensive to cheaper channels) must not assume eliminating the need for other channels. Some people will still need to call, especially if you haven't tested the technology properly. Customer contact centre calls plateau in some cases, rather than fall.</span></li>
</ul>
<ul>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">When outsourcing part of your business processes to a 3rd party, test the whole process from start to finish. The customer associates your brand with the end-to-end experience, and will not distinguish the handover points to another organisation. Does your supplier live up to your brand experience ideals? Does the process work smoothly for your customer, or do they have to start again at the point of the outsourced handover?</span></li>
</ul>
<ul>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Poor customer service, repeated callbacks, a lack of 'warm handover' (i.e. one person handing over a customer with a personal introduction) irritate the customer and waste their time. This is likely to be interpreted as a reflection on your brand and business performance, affecting customers' future purchasing decisions.</span></li>
</ul>
<ul>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Customers may not give you the luxury of fixing the problem. Research shows only 5 to 10% of customers who are actually dissatisfied choose to complain after a service failure experience <i>(Tax and Brown, 1998*)</i>. Many more may just walk away.</span></li>
</ul>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif; font-size: small;">Conclusion</span></h3>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">For the consumer, carrying out a simple transaction still may not be all that simple. The organisation that provides the best possible customer experience is the one with the greatest chance of winning, and retaining, more than their fair share of the customer's wallet.</span></div>
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br />If your organisation is implementing a customer service business change, you'll probably have been told what it is the technology can do for you. Remember that success comes from making sure it works for your customers as well - along with employing quality people (like Mary from Melbourne) who'll handle customers' frustrations delicately, professionally and with good humour.<br /><br />People like Mary, backed up by effective processes tested against the customer experience of doing business with your organisation, form the backbone of your customers' service experience.</span><br />
<br />
<br />
<div>
<span class="Apple-style-span" style="color: #999999; font-size: xx-small;"><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">*</span><span class="Apple-style-span" style="font-family: Helvetica;">Tax, S.S., Brown, S.W. & Chandrashekaran, M., 1998. Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing. Journal of Marketing, 62, pp.60–76.</span></span></div>
</div>
</div>
<div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com0Wellington, New Zealand-41.2864603 174.776236-41.4773693 174.46037900000002 -41.095551300000004 175.092093tag:blogger.com,1999:blog-1344270768121709105.post-45261586483208503592012-03-30T11:05:00.000+13:002012-07-29T05:45:07.122+12:00A ten point checklist for change programmes in the public sector<br />
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">A <a href="http://customer-service-experience.blogspot.com/2012/03/reforming-new-zealands-public-services.html" target="_blank">previous blog posting</a></span><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"> looked at evidence of how change programmes designed to save money and streamline shared services in UK Central Government appear to have come off the rails during delivery. Obviously, none of these programmes set out with the intention of failing and, presumably, they had business cases considered “robust” by those who approved them. Most involved private sector consultancies and IT companies with contractual delivery targets, undoubtedly intended to reduce the risks of failure to the public purse based on their expertise.</span><br />
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Yet half a billion pounds of overspend and several invalidated business cases later, another round of “lessons learnt” are being collated with some common themes emerging from the inquiry reports.</span><br />
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Shared Services have a history in the back office, but also remain a major focus of front office changes to save efficiency and improve the customer facing experience of public services.<o:p></o:p></span></div>
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">In this article, we go back to basics on “business transformation” and look at the fundamental essentials that must be in place – and continually monitored – throughout a programme to change service delivery. Getting the essentials right can't be overlooked when your shared services programmes have a direct impact on the taxpaying customer.<o:p></o:p></span></div>
<a name='more'></a><br />
<div class="MsoNormal">
<span style="background-color: white; font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Let’s examine this issue from three perspectives:</span></div>
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">First, let us consider the main causes of failure identified by the <a href="http://www.nao.org.uk/publications/1012/shared_service_centres.aspx" target="_blank">UK National Audit Office’s investigation into shared services</a>. These can be summarised in three short phrases:<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpFirst" style="text-indent: -18pt;">
</div>
<ol>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Insufficient focus on, and tracking of, programme benefits</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Overly complex solutions and ERP technology, insisted upon as the focus of benefits with a loss of effective supplier management</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Voluntary participation reducing expected demand and negating the benefits of scale.</span></li>
</ol>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Despite (and in some cases because of) the involvement of 3<sup>rd</sup> party suppliers, “transformation” failed because the benefits were not measured, not followed, unrealistic or changed beyond recognition during the programme. <i>In essence, shared services were neither shared, nor simple enough to work for multiple departments.</i></span><br />
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Second, let’s take a step back from management buzzwords and consider what change programmes really mean to people delivering public service every day. In human terms, the reality of “business transformation” to the public service employee means:<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpFirst" style="text-indent: -18pt;">
</div>
<ul>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">The way that I work tomorrow is going to be different from how things are today. Doing things differently means it’ll be easier for me to give my customers the service they need.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">The difficulties that stop me being as productive as I can [i.e. doing as much work as I possibly can in the hours I’m paid for] are reduced, or ideally removed altogether. I can do more in the same time, without reducing the quality of the work I do.</span></li>
<li><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">I’m going to have to make a personal effort to behave and work differently in the future, if these changes are really going to make a difference in practice.</span></li>
</ul>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Individuals can understand this in the context of their own job, their own performance and their own service contribution to customers. The language of business buzzwords often removes this simple clarity, diverting attention away from the individual responsibility to take personal action and work in a different way.</span><br />
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">There is a basic truth here - <i>that business performance only changes when individuals take personal actions to do things differently AND when the tasks they carry out make life simpler, easier, cheaper or faster than before</i>.<o:p></o:p></span></div>
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Third, we need to think about the steps that a change programme must include, if the ideas for improvement are to become a reality in service improvement and budget savings. The following diagram highlights ten essential steps for any programme intending to transform public service:</span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg-Q43maYnD4gUvrClt5M_Lw-VDuZviYjrxlEd6WZYVYbnxtyBGrOPcotcDXGiXTIsMB1VAIfNIk1XD5UQviVcXNpWBtaMvkOokSlyCBLM865S2AcUBSpVNK8B3MoxOigqm5eJSQsViDhQ/s1600/10+step+diagram+(c).jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><img border="0" height="640" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg-Q43maYnD4gUvrClt5M_Lw-VDuZviYjrxlEd6WZYVYbnxtyBGrOPcotcDXGiXTIsMB1VAIfNIk1XD5UQviVcXNpWBtaMvkOokSlyCBLM865S2AcUBSpVNK8B3MoxOigqm5eJSQsViDhQ/s640/10+step+diagram+(c).jpg" width="400" /></span></a></div>
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">This checklist is not yet another management methodology, as the existing good practice approaches like <a href="http://www.msp-officialsite.com/" target="_blank">Managing Successful Programmes (MSP)</a> should cover these steps. However, as we see from the evidence of programmes going off track, having a good methodology is evidently not enough.</span></div>
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Successful change programmes require an appropriate methodology to be properly, rigorously and fully applied. Organisation leaders and Senior Responsible Owners must ensure their programmes adequately cover each of these ten steps.<o:p></o:p></span></div>
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">If your programme doesn't have a handle on each step, how can you be sure the benefits you've assumed at the start will materialise when the programme is completed? It's possible they may, but you should know precisely why the steps you're missing aren't important in your own case and how you're mitigating the associated risk of failure instead.<o:p></o:p></span></div>
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
<div class="MsoNormal">
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Remembering that business change is only achieved through individuals changing their behaviour and taking action to do things differently is a major factor in preventing your programme becoming one of the failed business cases of future inquiry reports.<o:p></o:p></span><br />
<div>
<span class="Apple-style-span" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;"><br /></span></div>
</div>
<div class="MsoNormal">
</div><div class="blogger-post-footer">--
Find out more about Price Perrrott Limited at www.priceperrott.com or follow us on twitter @priceperrott</div>Dr Jason Pricehttp://www.blogger.com/profile/12182450186312109612noreply@blogger.com2