Tag Archives: benchmarking

Defining a self-service strategy

Posted on July 19, 2012 by

Building and implementing a self-service strategy takes time and the willpower to pull together disparate and siloed parts of an organisation. One of the biggest challenges lies in defining what self-service actually means. This will change depending on who you … Continue reading →

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Yelling at Yodel

Posted on April 17, 2012 by

Yodel is looking to transform the customer experience Arriving home to find a ‘you weren’t home’ card can be a dispiriting experience. It immediately conjures up images of having to seek out a hidden collection office and dealing with unreasonable … Continue reading →

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Share and learn

Posted on May 16, 2011 by

The first step for any CE programme manager is to assess the current ‘as is’ situation. Scoping and defining a future vision cannot start before the organisation has taken a long hard look at itself and the type of experience … Continue reading →

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