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Emily Mason

Recent Posts

Dawn of the Service Realisation

Posted by Emily Mason on April 24, 2014

“Best-in-class organisations are 83% more likely than all others to align service agent compensation and incentives with service operation metrics” - just one of the findings to come from the latest report by the Aberdeen group ‘State of Service Management Roadmap for a Profitable 2014’.

The report, published in March, highlights the key trends in regard to service excellence, and looks at how top performing organisations deliver better profitability.

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How did your Easter measure up?

Posted by Emily Mason on April 23, 2014

It was a typical English Easter weekend, typically changeable weather and children typically bored at the end of two weeks school holiday. So, what to do? Well, we were running out of ideas, which might explain how we ended up in a long line of equally dispirited families, waiting to pay for things we did not really want at the local garden centre. I know, I know, but we were desperate people!

I was trying to ignore the gently increasing hubbub around me, from children who wanted to be anywhere else but here, my thoughts turned to the owners of the business. “They must be laughing all the way to the bank” I mused, looking around at the queues of people. Not a very original thought, but it was the end of a four day weekend and my mind was definitely in neutral. But, were they?

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Thinking outside of the (cardboard) box

Posted by Emily Mason on April 11, 2014

Cognito customer trials service of the future

A recent news article by Retail Times revealed that Cognito customer CitySprint is to pilot a two hour ‘store to door’ delivery service. The trial is the first of its kind in the UK and highlights the importance of instantaneous access to data in today’s convenience culture.

Users of the new service will choose a 2 hour time slot for delivery of their shopping and then be able to track progress in real-time. A similar service is already in operation in the US, with Amazon customers being able to order a product in the morning and have it in their hands that afternoon.

It just goes to show that traditional ways of thinking are no longer adequate to match rising expectations. In order to meet these increasing demands, more convenience and greater flexibility must be offered to the customer.

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Straining to see through the fog, I mist the target!

Posted by Emily Mason on March 25, 2014

Much has been written about the significance of rewarding staff for their efforts at work but it’s easy to get lost in a fog of numbers and competing theories! Google are celebrated as a world leader in this area, but a company of any size can replicate that success through a rewards system relevant to the size and nature of its own business.

People who feel appreciated are more confident about themselves and their ability to contribute. When you give people positive, specific and realistic feedback about their potential, their efforts and their accomplishments, their self-esteem goes up; making them potentially your best employees.

The first step to improving engagement is your desire to create that dedicated and focused workforce…and to reap the rewards for you, your company and your customers.

But how can you accurately recognise who to reward and avoid it being perceived as a popularity contest, or a rite of passage where everybody eventually gets a turn?

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Solving your service mysteries

Posted by Emily Mason on March 11, 2014

“It is a capital mistake to theorize before one has data”.

But, Sir Arthur Conan Doyle’s wise words don’t just apply to the world of Sherlock Holmes.

Just as Sherlock used his data to solve mysteries, it is beneficial for you too to collect as much information as you can to help solve your service problems.

We know that service managers just haven’t been able to get the detailed information required to make solid judgements and drive individual conversations. Without this knowledge, the ‘evidence’ gathered is sketchy at best. You can’t see the complete picture and so cannot come to an accurate conclusion about why. Knowing what happened, when, and where, is the key information needed to enable you to ask (and get the answer to) this important question.

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