Budd Best Service Is No Service

In language that reminded me of a utility company, Sky’s agent Rhys told me that the recent price rise in line rental and call charges were just to bring themselves up the levels other suppliers had risen to. I don’t normally ring up about price rises. But given they were circa 10% at a time […]

There’s a big shift going on in the best businesses. They’re moving on from thinking like businesses who treat customers really really well. And instead,  they’re thinking like customers who want really really good suppliers to meet their needs. That’s what we call “Me2B” – the subject of our latest book “Your Customers Rule! Delivering […]

Solving the Governments dilemma How to achieve cost effective quality service in an era of cost cutting at Budd

Today’s challenge in government “How can we manage increasing demand for services with a dramatically reduced fund of money?” That is the gauntlet thrown down to government departments today. This challenge is not going to go away, even when we are well past the current recession. Increasing age in the population, changing lifestyles and work […]

Food for thought at Budd

In this article, Sue Cooke, a Contact Centre Specialist with Budd, helps you think through contact centre growth and the pitfalls of dividing FTE into ‘Sales’ or ‘Service’. Many contact centres start with a fairly small FTE base whilst gauging contact demand, and then gradually increase their FTE number as their contacts increase; some even […]

Why dont we listen prioritise and act on what our customers are telling us At Budd

In this article, Ian Morton, Budd’s Consulting Director, discusses how many companies, who claim to be customer centric, are failing to prioritise and drive their business change programmes based on what their customers really experience. He provides guidance for improvement and clear action steps to help you get there. Budd has a phrase ‘It’s raining […]

Waving not drowning Budd

Change is a constant – it’s one of the fundamental truths about being in business – and for some it’s even considered an occupational hazard that comes without the aid of a safety net or danger money! Companies use projects to help them manage change. Too often, however, ‘it’s raining projects’ across the company, meaning […]

Up Close & Personal Budd

In this article, Susan Caesar, a consultant at Budd, discusses the importance of understanding the causal link between employee behaviour and customer behaviour. Case study findings show that having great agents who listen to customers in order to determine appropriate interventions in real-time can deliver equivalent business outcomes to that of more strategic change programmes […]

Lets hear it from the silent majority Budd

In this article, Ian Mapp, a consultant at Budd, discusses how companies are failing to build valuable relationships with the silent majority of their loyal customers because they focus too narrowly on customer complaint management and not on understanding and eliminating the causes that lie behind the complaints; thereby improving satisfaction and reducing costs. All […]

How useful is a wiki by Budd

Recently, whilst working within a financial institution an interesting scenario came to light. There was no formal knowledge management system for front line staff. Some agents had manuals that were up to twelve years old, some had produced their own note books and most just asked each other questions. The result was information chaos for […]