James Freeman-Gray

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.

Motivating customer service teams

Motivating your customer service team to get results

Need to inspire your team? Here’s some ideas for motivating your customer service team In the highly competitive world of Customer Service, creating and maintaining high levels of employee motivation is critical to organisational success. In an industry that is heavily reliant on people, highly motivated, loyal staff that consistently produce excellent quality work, overcome challenges …

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Micro-experiences in customer journey

Micro experiences and two-way customer communication

While wrestling with some clothes in a changing room my eye was drawn to some small graphics about the care and attention this business put into making its products. Beautifully art directed, fantastic copy — they stopped me in my tracks and I wanted to share them. I’m a sucker for subtle, thoughtful communication — …

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Emotion in the customer experience

Understanding emotion in customer experience

Customer Experience often focuses on systems and processes. They’re vital. Without them, nothing happens. Your customer strategy will be built around technology and systems, big data and metrics. It’s the engine that drives your improvement. But what about the emotional aspects of your customer experience? More specifically, does your operational customer communication get the attention …

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Building rapport with customers

Building rapport with customers through better communication

Building rapport with customers can help with difficult situations and it’s all down to communication. Have you ever been in one of those meetings where someone just keeps misunderstanding you? No matter how hard you try, they just don’t seem to get what you are about? That’s rapport – or should I say, lack of …

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Understanding energy bills

Understanding energy bills – the voice of the customer

The barrier to understanding energy bills is a lack of clear communication. Way back in March 2009, energy regulator Ofgem told energy companies to make monthly direct debit demands clearer. By 2010, the objective was to make the 200 million bills sent by energy companies each year simpler. In October 2012, Ofgem unveiled proposals that …

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Human centred complaint process

Building a human-centred customer complaints process

Customer complaints are an inevitable part of the overall service improvement for any business – and an incredibly valuable component in improving the customer experience if they’re handled effectively. Complaints about the conduct of business demonstrate a clear disjoint between customers’ expectations with their experience and the service being delivered. Most complaints are generally about: …

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