I’ve spent the last week putting together various crisis comms for our housing and third sector clients. I’m guessing you’ll be doing the same thing,… Read More »Being human when communicating in a crisis
I'm managing director at Rubuss. We work in taking operational customer communication and turning it from an overhead into a business asset.
I think it’s time we came clean about something; McDonald’s coffee is actually pretty good. It may not be independent, single bean, cold-extracted blahppuchino, but… Read More »It’s amazing what you find in a cup of McDonald’s Coffee
“But we spend so much time on bureaucracy that we never get anything done.” We’d barely started the workshop and already it was turning into… Read More »The right sort of bureaucracy: reducing corporate bureaucracy
In the 1980s, poet Ted Hughes noticed that the children’s poems he was judging as part of a competition were getting longer. Some were running… Read More »Why your laptop is stopping you thinking
Some of us are old enough to remember when British Rail coffee was a national joke. Today, almost every station has a little shop or… Read More »You have a bigger impact than you thought
Anyone who works in customer experience will tell you that, without the Chief Executive’s understanding and endorsement of how vital CX is, any programme will be a lot harder to get off the ground. That’s assuming it ever flaps its way off the runway in the first place.
We’re working on a customer experience programme with London’s newly merged Peabody housing association. Peabody looks after 111,000 residents and 8,000 care home services customers. That’s 1 in every 100 London residents.
Yesterday was our first customer experience session with the people who work on the front lines. The people who man the phones, sort out the complaints, pay the bills and send the service charge statements.Read More »Right from the top
What does AI mean for customer service centres? As a customer fighting the now traditional battle to get a promised callback out of Vodafone, I’m… Read More »Will a robot steal my customer service job?
Customers make emotional decisions all the time. Making sure you understand how emotion works in your customers’ journeys is one of the most effective ways… Read More »Designing emotion back into the customer journey
A very Happy Christmas to you from all of us at Rubuss.