Customer-Service on Philip Sheldrake

Big data. Big trust.

Thu, 27 Feb 2014 00:00:00 +0000

This morning, my colleague Hector Arthur pointed me to a new report from Ovum’s Mark Little knowing I’d have a few comments to make. In the corresponding blog post – “Big Trust is Big Data’s missing DNA ” – Mark kicks off with:

In the rush to monetize customer data, companies risk diminishing the trust people have in services and brands. Sustaining and growing people’s trust in services is not just about “doing the right thing,” but also makes commercial sense.

As I like to say in other words, big data is worth more when wielded with customers rather than at them. Ovum calls this approach Big Trust.

Big Trust strategies are designed to build “trust equity” with customers as a basis for making core services stickier, for selling new services, and for brokering personal data to commerce under a new set of trust principles.

Public relations

The outlook is informed, directly or indirectly I know not, by the excellence theory of public relations presented by James E Grunig more than twenty years ago, which champions the two-way symmetrical PR model. This model uses communication to negotiate with the public, resolve conflict and promote mutual understanding and respect between the organization and its stakeholders. My Six Influence Flows model from 2011 extends this work for the digital / social / big data age, and you can find out more about PR models in my post here if it’s your thing.

Of course, this is not how the majority of practitioners practice PR, deferring instead to publicity and ‘spin’, which may be associated more closely with distrust than trust. But excellent practice is championed if, as a shrewd procurer, you know where to look.

'Earned media' is not a synonym for public relations

Sun, 22 Apr 2012 00:00:00 +0000

“Categorising media as Paid, Owned and Earned isn’t particularly useful. In fact, it simply appears to reinforce increasingly irrelevant functional silos.”

That’s how I opened a blog post back in November, The Influence View of Content , and three incidents over the last couple of weeks have redoubled my determination to cut this crap.

Names have been changed…

Incident 1

Anne: “So our marketing team looks after the website, the blog and Facebook. And PR is obviously earned media – the traditional media relations, blogger relations and the like. They cover Twitter too, at least most of the time.”

Me: “So if we’re looking at things like that, let me ask where the concept of shared media takes us… the owned stuff that has earned a share – a ‘Like’, a RT, a +1 for example.”

Santander UK Chief Executive Ana Botín gets a free copy of The Business of Influence

Sat, 09 Jul 2011 00:00:00 +0000

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In an endeavour to improve customer satisfaction, Santander UK Chief Executive Ana Botín has taken the decision this week to bring call centres back from India to the UK.

Actually, “to improve customer service” is possibly looking at the situation glass half full when perhaps it’s actually half empty. More accurately, the move appears primarily motivated by a desire to reduce customer dissatisfaction.

Call centres were offshored in 2003 (when the banking operation was known as Abbey – acquired by Santander Group in 2004).

Interestingly, the FT reports that Santander UK’s move follows a diktat by the UK’s Financial Services Authority that banks publish complaint numbers for the first time in 2010, making Santander more visibly the most complained-about bank for the first half of the year, and second only to Barclays during the second half.