Breaking news – our first research publication

By Duncan Troup on Tuesday, May 16th, 2017 in Blog, Customer-centric Thinking, ITSM Tools, Research Partnerships, The Crowd, Transformation.

Today i fulfilled a long held dream of mine – that being publishing a research paper at a major conference.  I have presented a number of time at conferences organised by industry….but a peer review paper is a different proposition altogether. It all started when i presented on Crowd Support at the 2016 ITSMF conference […]

What happens to your customers when you’re not in the room

By Duncan Troup on Wednesday, May 11th, 2016 in Blog.

It’s been interesting watching service delivery teams evolve over the 20 years I’ve been working in business. It’s become clear that user experience (UX) rather than reliability is increasingly at the forefront of people’s minds. The “google-esque” technologies that surround us have set a new standard. However, many services still fall short. My reflection on […]

Why great service starts well before you even know who your customer is

By Duncan Troup on Monday, February 15th, 2016 in Blog.

I often spend time thinking about what great companies do to engage customers through service – “service” being creating value for a customer. Most recently I have been reflecting on the role of customer engagement through interactions beyond the core value chain  – i.e. up and down stream from customer acquisition and exit. Here’s an […]

The 7 habits of great service teams

By Duncan Troup on Tuesday, December 15th, 2015 in Blog.

I have been reflecting on the role i play in organisations as i start to focus in on the Tingle Tree value proposition. This led me to revisit Covey’s 7 habits of highly successful people – a well worn text for many people i know. As part of this re-acquaintance i realised that the essence […]

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