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Aidan Kenny

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CEO, Servitize

28 points

Service Design & Strategy Expert

May 24, 2011

Aidan Kenny and 9 other people answered this question

What is your definition of service? Please, no examples.

A service is a co-created event that delivers value to those engaged in the event. Services occur over time and are delivered through touchpoints. more

Customer Service

April 22, 2011

Aidan Kenny recommends this answer by Caty Kobe

What's your opinion of NPS (Net Promoter Score)?

I worked for Apple Retail for a couple of years in college. During my time there they had implemented the net promoter system, and I truly loved it. Unfortunately I can't give an NPS opinion from a management perspective, but from an employee's perspective, it ... more

Customer Service

Customer Experience

Customer Relationship Management (CRM)

Customer Retention & Loyalty

Feb. 12, 2011

Aidan Kenny and 3 other people answered this question

What is the recommended turn-around time for email inquiries by customer service departments?

I think that this is a tricky question because of a number of factors:
1. What aspect of your business does the query relate to?
If it's a sales enquiry then it may not be urgent, however if it is related to something that they bought from ... more

Customer Service

Customer Service Best Practices

Customer Service Feedback

Email Management

Jan. 22, 2011

Aidan Kenny asked a question

What tools do you use when you are developing a new service offering?

Customer Service

Jan. 17, 2011

Aidan Kenny and 7 other people answered this question

If you took over a company with a reputation for poor service, what would be your first change?

I would sit down and examine my customer base to assess what value we believe we can offer them.
I would then go and talk to my customers to hear directly from them what the problems are and to confirm what they need.
I would take this ... more

Customer Service

Angry Customers

Contact Centers

Jan. 14, 2011

Aidan Kenny answered this question

How do I convince my CEO to build a global branch office?

Here are my thoughts as they relate to the internationalization of service businesses.
There are many challenges facing businesses, and in particular service providers, as they expand their service offerings to new markets. The risk of internationalizing can be reduced or mitigated by the application ... more

Global Branch Office

Jan. 14, 2011

Aidan Kenny and 26 other people answered this question

Sales Presentation Best Practices: What are your 3 tips for giving a successful sales presentation?

I don't think that there is one answer to this because it depends on the context.
For example, is it a sales presentation to a new potential customer or to an existing customer?
Do you have a relationship already built with the customer?
Who is ... more

General Management

Jan. 14, 2011

Aidan Kenny and 4 other people answered this question

What does the increase in self-service technologies mean for the customer service industry?

There are may advantages to self-service for both companies and customers (some outlined above) but it really does depend on the service context. Some services lend themselves very well to it, others don't.
From the service providers perspective, the impact of customer variability on your ... more

Customer Service

Contact Centers

Customer Service Feedback

Jan. 14, 2011

Aidan Kenny and 4 other people answered this question

What are the main reasons Zappos is so great at Customer Service?

The July-August 2010 Harvard Business Review had a good article and interview with Zappos CEO Tony Hsieh. This gives a nice overview of their thinking.
http://hbr.org/2010/07/how-i-did-it-zapposs-ceo-on-going-to-extremes-for-cust... more

Customer Service

Customer Delight

Customer Experience

Jan. 7, 2011

Aidan Kenny and 6 other people answered this question

How do you train your sales reps to "tune in" to the buyer?

In addition to the answers above, it is important for the sales person to be aware of the environment that the buyer is working in. This could be everything from the buildings, the office space, the reception area, the meeting rooms, etc... All of these ... more

Sales Training Techniques

Jan. 7, 2011

Aidan Kenny and 4 other people answered this question

Do you think the trend to employ older mature people in customer service roles will continue?

The age is irrelevant. What is important is to hire employees who care.
Zappos (Online retailer) moved it customer service centre from the Bay Area to Las Vegas because of the abundance of staff with experience in the hospitality industry. They hire people who are ... more

Customer Service

Jan. 7, 2011

Aidan Kenny and 2 other people answered this question

Should customers come first in a recession?

I think that there is both risk and opportunity in a recession.
The risk is that the impact of the recession may result in the focus of the executives in a business being more and more on worrying about and working on internal business performance. ... more

Customer Service

Jan. 5, 2011

Aidan Kenny and 4 other people answered this question

What are some good B2B customer service tips?

One important difference with B2B is to understand the additional complexity of having multiple stakeholders on the customer side.
As the service provider you need to be aware of the differing needs of these stakeholders and be in a position to address all of their ... more

Customer Service

Customer Experience

Jan. 4, 2011

Aidan Kenny and 3 other people commented on a brief

25 Customer Service Experts, Blogs and Influencers to Track in 2011

Great list with a lot of key people mentioned.
Thanks,
Aidan

Customer Service

Human Resources

Jan. 4, 2011

Aidan Kenny and 5 other people answered this question

How do you turn a negative customer experience into a positive one?

Research has shown that the best service companies rely on one key factor in dealing with complaints - the employee who is presented with the complaint (or negative experience) is empowered to resolve it. The customer should never be passed on to someone else to ... more

Customer Service

Jan. 4, 2011

Aidan Kenny and 4 other people answered this question

Why does it seem like only the "newer" consumer companies deliver great customer experience?

Great observation Craig.
There tends to be a business life-cycle when it comes to delivering value. Initially a new company will only start in business if they have a compelling value proposition and in order to establish themselves they focus on their customers and delivering ... more

Customer Service

Customer Experience

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