service
Shared Services Charging Policies Can Influence Customer Behaviour
June 03 by SSONInterview with Ehsan Shammasi, Head of HR SSC for Al Tayer Group Ehsan Shammasi has been at the head of the Al Tayer Group’s HR shared services since its launch, four years ago. In the early...
The Tower of Babel – Language and Going Global
May 02 by Mary Sue RogersIn what language do you deliver your outsourced or captive shared service? Local or UK English or Global English (and there is a difference)? When I was at IBM, and you received an RFP from a "large m...
Setting the Stage for Customer Service
February 11 by Lew BaderLet’s turn our focus to Customer Service. How your people react towards a customer when the call comes in is critical to a successful Order to Cash cycle. One wrong word, one negative perce...
Service With a Heart
April 10 by SSON EditorService with a heart and from the heart. We hear so much about going above and beyond ... but it was this example from car company Uber that really drove the point home for me. I'd like to offer S...
The Rise of "Predictive" Jobs
January 22 by Mihir ShuklaMany of today’s jobs will disappear in future – to the tune of over 100 million by 2025, according to McKinsey reports. [i] It’s an alarming statistic. And, like many of you, I fin...
How to Make "Service" Your Brand Signature
November 11 by Ron KaufmanGlobal Service Guru Ron Kaufman explains why traditional definitions of "customer service" are holding companies back. Organizations with a powerful service reputation and a superior service cu...
A Gold Rush for "Attention" vs a Premium for "Meaningful Information"
June 23 by SSONI read in a much-respected media blog this week that there’s a "gold rush for attention" going on – and I’ll wager that you all know just what is meant. But there is also a premium...
Shared Service brands can help "users" tap into greater value
August 01 by John K GraceShared Service brands often miss the opportunity to build greater value with internal clients by failing to communicate the breadth and depth of what they provide. If done correctly, this can be...
Restaurant-style Service (Tier-0 and Tier-1)
October 03 by Simon BrownFor those of you who are gourmet fans, enjoy cookery TV programmes, and are fascinated by what chefs can do (Michel Roux, Gordon Ramsey, Jamie Oliver to name a few) you will recognise the parallel b...