I'm co-founder here at Rubuss. I work across service design, customer experience, complaints and cultural change. I'm also an executive coach supporting leaders to take a human-centred approach to empowering their teams.
As well as the UK, we work in Asia and the USA, so it was great to get asked to be a judge for the ICMI’s awards in Florida. As a regular participant in the USA’s International Customer Management Institute’s discussions, Mark was delighted to be appointed as a judge for the Global Contact Centre …
Judging the ICMI Global Contact Centre Live Chat awards Read More »
Mark’s back from a visit to Hong Kong where he was running a series of customer experience workshops for a global investment and protection firm’s leadership and marketing teams. While he was in HK, Mark took the opportunity to run a seminar talking about the importance of customer experience in customer touchpoints. He explains, …
Hong Kong customer experience workshops and seminar Read More »
Mark is delighted to have been appointed again as a judge for the ICMI Global Contact Centre Awards 2017 in Florida. He’ll be judging the tough Live Chat category again. “It’s a real honour to be asked to judge the Live Chat category again this year. It’s the fastest growing area of customer service and …
International Customer Management Institute’s Live Chat awards 2017 Read More »
Vodafone Europe invited James to present at their European-wide billing seminar in London. Explaining the key difference between an internal and external perspective, James presented Rubuss research on how difficult most utility and telecoms bills are to understand for customers. He demonstrated how complex most customers find even a ‘simple’ bill. He explained the …
Here are our top 5 fundamental skills that will save your customer service team time, energy and (very often) their sanity. Embed them and get your team managing customers better and working better together. Before we go any further, let’s take a quick trip down memory lane about 10 years… Picture your customer service department sitting there; manning the ‘phones, running …
5 essential skills for your customer service team Read More »
There’s huge potential in customer communication – you just need to know where to look. Here’s a question: How much time have you spent looking at your operational customer touchpoints recently? Granted it’s not the most inspiring of questions. In fact, you’d be forgiven for dragging your mouse to the close button in the hope of finding something a …
If you want to reduce complaints and improve customer satisfaction just change the way you’re communicating with them. If you want to reduce complaints, improve the way you communicate with your customers Want fewer complaints? Change how you communicate – at every stage of the process. Businesses are starting to realise how they communicate with complaining …
Reduce customer complaints through better communication Read More »
A customer-centric approach to building self-service solutions improves uptake, reduces costs and increases customer satisfaction – so why do so few businesses put the customer at the heart of how they do it? Self-service for customers and the pursuit of customer centricity Any forward-thinking business knows that to stay ahead of the game, you need to embrace …
Putting customer centricity at the heart of your customer self-service Read More »
The time has come for a customer-centric narrative for privacy settings Spotify has been in the news again this week, and this time users are less irritated by their new choice of retro green and more by the updated privacy settings. The update to the privacy settings had barely made it out of the tech giants …
The Spotify Privacy Policy Vs Customer-Centric Language Read More »
Yesterday, it took me 10 minutes to find some bin bags at the Supermarket. I walked up and down the middle isle like a zombie trying to find them – eventually I had to ask someone. “We get asked that a lot”, he said. He took me to a dark corner of the store. Hidden …
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