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Why your customers are your untapped service agents and you should let them

By Duncan Troup on Tuesday, July 12th, 2016 in The Crowd.

I love eliminating service waste…and in my experience, waiting is often the biggest issue for customers. I believe that getting customers to service themselves is the great untapped channel of customer care. That’s not because it saves the provider money, (which it often does!), but because it allows the customer to eliminate a whole bunch […]


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Gartner gets it right – crowd support can deliver 20% call deflection!

By Duncan Troup on Friday, June 17th, 2016 in The Crowd.

Gartner in 2012 – “…organizations integrating communities into customer support will realize cost reductions ranging from 10 percent to 50 percent.” If we fast forward to 2016, Tingle Tree has seen the benefits become a reality. A well known University we know well used the Lithium platform to realize 20% call deflection within its first year […]


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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 […]


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What queries work best in online communities?

By Duncan Troup on Friday, April 15th, 2016 in The Crowd.

I am about to embark on a consulting engagement for a major brand to review their online community and have been doing some prep by reflecting on the good and bad of communities as a service channel. I went to back to basics with respect to why you should raise a business case for technology […]


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Why you should should align service measures to customer value!

By Duncan Troup on Tuesday, March 15th, 2016 in Service Performance.

Public Transport Victoria recently got pinged in the press for not aligning customer value to their service measures. By redirecting trains at the last stage of the journey through a shorter route they allegedly manipulated their punctuality figures to hide the lateness of services. By “measuring to impress” they have ending up in in a […]


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