by Leonie McCarthy | Jul 30, 2018 | Customer Engagement
Anyone else NOT want to call customer service? It’s a battle that goes on inside me… I cannot solve the problem by myself, but I know that if I do call I’m going to have to go through a series of selecting numbers from a menu and then be put on hold multiple times...
by Leonie McCarthy | Jun 20, 2017 | Customer Engagement, Processes, Team & People
Everyone cheats a little bit, says behavioural economist Dan Ariely. Insurance companies know this too, so they have processes in place to assess the validity of claims. From a business perspective, I get this, it’s a very sensible move and one that hopefully weeds...
by Leonie McCarthy | May 30, 2017 | Customer Engagement, Processes
Two recent experiences have highlighted that there are retailers who are still struggling with the returns process. It’s worth revisiting this subject to consider how to get ahead of the returns pain. We can start by reducing the number of returns. As with many things...
by Leonie McCarthy | Mar 26, 2017 | Customer Engagement, Processes
There we are, a group of loyal, crazy parents who stand on the riverbank cheering our girls (who claim to be unable to hear us from the boats). Rowing is a tough sport, it’s a team sport like no other and I’m not going to wax on about it because only rowers are...
by Leonie McCarthy | Mar 7, 2017 | Customer Engagement, Team & People
I don’t really know Karen, I have never met her in real life. I don’t know what her hair colour is, or whether she has kids, or a dog, or a partner. I don’t know if she’s into sport or has a footy team that she supports, or if she prefers vodka to gin or neither....
by Leonie McCarthy | Mar 1, 2017 | Customer Engagement, Processes, Team & People
Understanding the motivation for a customer is not simple. This was made personal for me, in a conversation with my son this week. We have started using an ‘order online, deliver planned meals to your doorstep’ type service, and he was asking me if he could have some...
