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
While 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.…
Read moreDuring my last corporate stint, I spent countless hours servicing customers in the field. This experience has proven invaluable when working with clients with field service personnel. Servicing customers in the field requires one to possess both the skills necessary to…
Read moreIn order to be successful at any endeavor, one has to identify the essentials required to accomplish that feat. It’s the same in customer service. What essentials are required to create great customer experiences which lead to maximum customer retention? I’ll…
Read moreWhile assisting my wife in preparing for one of her workshops, it became apparent that a few more seats were needed. As I was familiar with this location, I proceeded to the storage room to retrieve the chairs but found the door…
Read moreFront line personnel are tasked with providing a great customer experience – whether it be face-to face, via phone or web chat. An organization’s success at retaining customers is dependent upon the skills of those rendering service. Did you know that…
Read moreMy analytical inclinations lead me to ask lots of questions. Lots of questions! What often helps me to get the answers to these questions is data. It’s important to pay attention to data and even more important to get the…
Read moreIn today’s world, more and more people are choosing to do everything from their smartphone. Ordering dinner, purchasing tickets, paying bills, making reservations, etc. and even more etc.! What does this mean for the service related industries? Should this be…
Read moreIt’s often been said that small businesses are the heartbeat of any growing economy. Nimbleness, less red tape and quick decisions are some of the advantages of being a small business. When interacting with small business owners, quite naturally customer…
Read moreDuring a corporate stint with a cable television service provider, I happened across a service installer with a not so pleasant look on his face. I inquired as to the source of his displeasure. He passed me his work orders…
Read moreHere in Houston, Texas, it’s not uncommon to face the possibility of an approaching hurricane from time to time. The last major storm was Hurricane Ike in 2008. This storm left some residents in the area without power for a week.…
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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.
