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In this clip Graham Hill expresses a belief that the state of customer satisfaction is deteriorating, with reference to the Customer Service Institute scores in the UK and the USA. He notes that customer satisfaction has reached its lowest point since 2000, attributing this decline to factors like COVID-19 and cost-cutting measures. The future of service provision relies on offering resources that benefit customers and predicts a worsening situation until companies recognize the advantages of becoming more consumer-oriented, shifting from… Read more

In this clip Graham Hill asserts that a company’s profitability and value creation or destruction only occur during interactions with customers, where value is exchanged. Everything else in the business process is considered a cost. Considering customer outcomes is important, as neglecting them could result in missed revenue opportunities. Find out more about Optima Partners -> Here OptimaPartners

Graham Hill Speaker 1 outlines two competing approaches for companies. The first involves reviewing products, processes, customer service, and outcomes, making cosmetic changes, often in response to legislation. The alternative approach emphasizes gaining a competitive edge by becoming more market and customer-oriented, focusing on bridging the gap between internal capabilities and external competition. He suggests that the latter approach offers the opportunity for businesses to excel and gain a competitive advantage over their rivals. Find out more about Optima Partners… Read more

Graham Hill critiques the widespread use of the term “jobs” as a buzzword, drawing parallels to the term “agile.” Many people lack a deep understanding of the concept and its proper execution. Doing it correctly can have a significant impact, emphasizing the importance of comprehending the origins and effective implementation of the concept of “jobs.” Find out more about Optima Partners -> Here OptimaPartners

Graham Hill underscores the importance of customer usage experience over marketing and ownership. He emphasizes that value for customers is derived from using a product or service to achieve desired outcomes. However, many companies focus on marketing, sales, and ownership while neglecting the usage experience. He suggests that advanced technology empowers customers to customize their interactions and settings, making user experience the primary battleground in industries like retail and financial services. Technology plays a critical role in managing interactions and… Read more

In this clip Graham Hill emphasizes the importance of analyzing customer complaints and comments, which is often neglected. They highlight the gap between what customers are trying to achieve and the complex processes and experiences companies create for them. He suggests that these convoluted pathways not only fail to align with customer goals but also do not convey a clear understanding of the company’s values. Despite this, customers are compelled to endure these processes over an extended period, even when… Read more