73 Ocean Street, New South Wales 2000, SYDNEY
Contact Person: Callum S Ansell
E: callum.aus@capital.com
P: (02) 8252 5319
22 Guild Street, NW8 2UP,
LONDON
Contact Person: Matilda O Dunn
E: matilda.uk@capital.com
P: 070 8652 7276
Genslerstraße 9, Berlin Schöneberg 10829, BERLIN
Contact Person: Thorsten S Kohl
E: thorsten.bl@capital.com
P: 030 62 91 92
It’s often been said that customer contact employees are key to creating great customer experiences. There is a lot of validity to this statement as customers depend upon the person with whom they interact to provide a high level of…
Read moreThere are a multitude of in-home service providers in today’s economy. Carpet cleaners, appliance installation/repair, cable TV/internet service just to name a few. When providing in-home service at the customer’s residence, it’s important to have a plan for providing a great…
Read moreDuring a recent client assignment, I noticed the frequency in which customers found themselves in the waiting mode. Waiting to be told what to do next. Waiting to be acknowledged. Waiting to be serviced. Now there’s one thing that customers…
Read moreOnce while speaking to a group regarding attributes necessary to deliver a great customer experience, one of the attendees mentioned the difficulty he experienced when attempting to renew his driver’s license. “The employees seemed not to care or concerned with how…
Read moreSeveral years ago I decided to relocate to a different part of Houston, Tx. Because I was moving to a newly built home, I chose to utilize professional movers – didn’t want to scratch those new walls! One thing that…
Read moreCreating a great customer experience hinges on one’s ability to develop a well oiled system. Two key factors of the system are the people working within the system and the people served by the system as both have expectations of…
Read moreIn today’s marketplace, customers have multiple methods to interact and or purchase goods/services. It’s important to have a clear understanding of your customer’s habits as it assists in developing products/services, marketing methods and customer service strategies. Most of us were taught…
Read moreDuring a recent consulting assignment, it became apparent that the customer service personnel were experiencing an excess amount of stress each morning. When asked to elaborate on the cause, here’s the answer I received – “Errol, employees at the various…
Read moreWhile spending the day with an installation technician during my most recent consulting assignment, it became apparent that this individual was focused on the quality of his work. The way he took measurements and utilized his various tools were indications that…
Read moreWhile assisting a client with developing a customer experience strategy, a formula crossed my mind. Now I can hear someone asking – Errol, a formula related to customer experience? Bear with me on this – CACV + CT + EFMP = GCE*C = CR.…
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Errol Allen Consulting’s main goal is to bring value to our clients through applying our expertise in managing people and processes.
