Martin Taylor


Martin Taylor has spent his whole career in call and contact centres focussed on improving the life of the customers, the advisors and adding value for the business. He currently heads up the customer service delivery practice within makepositive. Customer service excellence is in his DNA and he is excited about sharing his views and supporting businesses to work towards completing their offer. His firm belief is that you can genuinely differentiate yourself based on the service offer that you have and with robust plans, you can continually improve it.

Latest blogs from Martin Taylor

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Is he a Customer Service Advisor?

  At the moment, probably not, he’s a courier… But he does ‘touch’ the customer, in the same way that a remote engineer or a meter reader does OR a ‘customer service advisor’. So I guess the more appropriate question is “Should he and can he be a Customer Service Advisor?” In my view, anyone […]

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Date: April 3, 2015
Views: 1573
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Today’s competitive battlefield is SERVICE. Period. – Part 7: The Positive Contact Key Design Principles

#6 Show me you know me Personalisation is hugely important to today’s customer, all the studies show that customers who receive a personalised service are more likely to be loyal and to advocate their experiences to peers. My own personal view has always been that the basis of successful Customer Relationship Management is ‘industrialised personalisation’. […]

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Date: March 9, 2015
Views: 1792
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Today’s competitive battlefield is SERVICE. Period. – Part 6: The Positive Contact Key Design Principles

  #5 Measure what matters and learn Call and contact centres have laboured under various measures since their inception. In the early days, the technology that supported the advisors was able to monitor and measure various productivity measures. As contact centres evolved and matured, the technology moved on apace but the productivity measures became more […]

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Date: March 5, 2015
Views: 1704
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Today’s competitive battlefield is SERVICE. Period. – Part 5: The Positive Contact Key Design Principles

  #4 Enable with technology As far as ‘industrialising’ your Customer Relationship Management and your Customer Experiences, I think it’s agreed that we need a successful blend of the right people, processes that focus on customer need and an infrastructure of enabling technologies that equip the business to manage the customer in order to produce […]

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Date: March 4, 2015
Views: 1856
Human Resources

Today’s competitive battlefield is SERVICE. Period. – Part 4: The Positive Contact Key Design Principles

  #3 Build a high performing, tenured team The customer is King, so the old posters told us…so whom do we want to engage with the ‘king’? Clearly, we want systems designed with the ‘king’ in mind and front line teams who sole focus is on the ‘king’ and making you the first port of […]

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Date: March 2, 2015
Views: 1761