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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 […]

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Fix on First Contact – is it the best measure for customer service?

By Duncan Troup on Friday, January 15th, 2016 in Service Performance.

I’ve been working in service delivery for a long time now and its recently started to trouble me that traditional service management thinking pursues fix on first contact so hard. To be clear, i am not saying that this isn’t an important aspect of interrogating service performance – it’s just that, if unchecked, it can […]

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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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Over-insuring risk through over-qualified

By Duncan Troup on Sunday, November 15th, 2015 in Workforce Planning.

Ever since I went to university and completed an intern year I’ve been an advocate of hiring graduates and interns as a cost effective form of contingent labour. I had a ball in my year out with Siemens and I hope I returned some value to my employer – all for the princely sum of […]

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