|We are all looking for ways to improve customer service and the customer experience. Sometimes we just need to develop new service capabilities. As a keynote speaker, Martin's talks highlight some of the issues that occur in changing or improving service delivery, but go on to give tools and techniques to solve the issues. We can design very good procedures, but until we try them and are ready to adjust them, we are fooling ourselves that we’re delivering the customer experience that is expected.|
|You Have to be Joking?
Sometimes, we set up service procedures that make total sense - until you're a customer navigating through them! How do we identify these issues and solve them. Perhaps more importantly, how can we identify these possibilities before we implement a service process? Martin will give some examples of how a service process that appears to make sense can ruin the customer experience, and will give you tools and techniques to remove such problems from your procedures, both at outset and after implementation.
Solving the Right Problem
Too many improvement programs deliver only partially successful results. The most common cause in Martin’s experience is a poor definition of the question being asked in the first place. You will hear about tools and techniques that get to the heart of defining issues - and then learn that an approximately correct answer to the right problem is so much better than an exact solution to a vaguely posed question.
Why DID the Chicken Cross the Road?
A light hearted look at the compromises we make to our services in order to have repeatable and reliable processes. Not that repeatable processes are bad - far from it, but a service process has to have some flexibility and intelligence baked in, otherwise the customer experience is worse than expected when it could so easily have been better.
|Martin can also provide additional speakers from his speaker bureau.|