Panning for “customer gold”


For once, I don’t intend to get too “hung up” on promoting the social media message from this article. But I DO want to highlight, what to me, is the fundamental message about using the data that a business produces…and too often discards…to align capabilities to Buyer/Customer service.

I know, from my experience in the insurance industry, that too often “customer segmentation” is done in accordance with what best suits the organisation e.g. premium spend, line of business, trade, etc. This may have made sense at one time but I’m not so sure that this should still be the case.

The NEED for (and benefits of) operational alignment recognises the interdependent nature of a venture. Every business function generates information as “digital verification” of the resources it requires, the processes it undertakes and what it produces. The ability to share that information can empower at every level of the organisation. However, only a truly ethical, values-led, business can fully engage its employees and offer the transparency that customers, increasingly, demand.

With such a message, products that deliver sustainable value and communication tools – particularly social media – the means to attract and accumulate “gold” is as close to being assured as it can be!

Aligning to buyer expectations on service can only come from “across the board visibility into metrics up and down the organization”, said Goldberg.  His mantra is a simple one, “transparency comes from empowerment which comes from information.”   How do you get transparency? Empower front line employees with better information and insights based on analytics and qualitative information such as resolving the customers issue on the first call” Most of the customer experience in Service comes from dealing with an agent or sales associate.  They have to get it right in every encounter.  Analytics and big data are the core enablers of empowerment.  The other enablers are company leadership and culture change.  “Many companies do not really know what it means to live in a socially-driven world.  Their CEOs need to recognize how customers want to be talked to,” shares Goldberg.

The Gold in Social Customer Service

Management Consultants: “Capitalising on complexity”


I have accumulated quite a collection of “papers” advising business how to deal with complexity and am happy to share them…so long as everyone understands that I am not endorsing any of them!

For your delectation I am pleased to add to the list of what, in the main are “qualitative management consultant-speak” that, even when referring to research, interviews, etc. read (to me at least) like documents produced on a topic, primarily because it is topical and offers a further opportunity to secure some well paid consultancy work.

This latest publication is from Celerant Consulting. Make up your own mind…then take another look at the Ontonix website.

Call, email me or get an objective, quantitative, insight into complexity for  FREE!

It really makes my day when other people do a marketing job for Ontonix! OK, so there is never a specific recommendation to contact us but we are happy to settle for the next best thing. That is to identify where complexity IS already costing and will, increasingly, cost through: the impact upon clients, customers, employees and “the bottom-line” budget to identify, measure, manage and monitor on an ongoing basis reduced ROI on assets and facilit … Read More

via Get “fit for randomness” [with Ontonix UK]

Reveal Your Hidden Profits: Looking at complexity in business?


It really makes my day when other people do a marketing job for Ontonix! OK, so there is never a specific recommendation to contact us but we are happy to settle for the next best thing. That is to identify where complexity IS already costing and will, increasingly, cost through:

  • the impact upon clients, customers, employees and “the bottom-line”
  • budget to identify, measure, manage and monitor on an ongoing basis
  • reduced ROI on assets and facilities or increased insurance/risk management outlay
  • reduce business capabilities &/or become less flexible (lose competitive advantage!?)

“I wouldn’t give a nickel for the simplicity on this side of complexity, but I would give my life for the simplicity on the other side of complexity”                                                                                               – Einstein

In previous posts I have made reference (and provided links) to reports by, such as, IBM, McKinsey, PwC, Economist Intelligence Unit (EIU) – on behalf of RBS, KPMG and  AT Kearney, each spelling out WHY COMPLEXITY IS SUCH A MAJOR ISSUE for modern business!

It is reassuring to now see that business’ are being recognised as “systems” operating within inter-connected ecosystems and networks. As a result the “Economic domain” is beginning to benefit from a the lessons learnt in a wide range of inter-disciplinary scientific fields…and can build resilience across domains, rather than destroy it.

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UK Insurance: Nobody expects the Spanish inquisition…Part "tres" – Spanish lessons anyone?


I’m not normally an “I told you so” kinda guy BUT you may find it hard to believe if you track back to previous blog items (approx. 2 years worth) carrying the same WARNINGS and the offer of help.

Help to map a transitional path through sustainability, to transparency, then TRUST and competitive advantage. It MAY not be too late for some!

Now, we all know that FSA don’t have a great track record but the negative role of intermediaries has been the “elephant in the room” that simply could not be ignored any longer.  Insurers and anyone who cares for the industry need this kind of intervention because the lobby for the status quo extends from broking into investment banking!

Related industries that should be reliant upon reputation and trust but have, instead, reduced the reputation and role of Financial Services to that of, virtual, door-to-door salesmen.

Integrity, value and service have been replaced by a façade woven by pricing, marketing and advertising.

The level of customer dissatisfaction, both at point of sale and, increasingly in claim resolution  – I understand even OFT have been inundated by complaints – is as unsustainable as the commission rates…that have been “negotiated” or maintained using the worst kind of leverage.

The Financial Services Authority (FSA) has published a discussion paper to open a public debate about how it, and in future the proposed Consumer Protection and Markets Authority (CPMA), should best protect the consumer with a specific focus on product intervention.

Under the new regulatory structure, insurance intermediaries will come under the CPMA’s remit.
As part of its new consumer protection strategy introduced last year, the FSA said it has already introduced a more interventionist approach with the aim of anticipating consumer detriment where possible and stopping it before it occurs…

Read more here

UK Insurance: Nobody expects the Spanish inquisition…again! Just in case anyone who read this thought “that doesn’t really apply to the broader [general] insurance market” and that I may be totally wrong to suggest that further questions may follow, you may want to take a look at this. Also from OFT and relating to the motor insurance market BUT with implications for activities involving household, motorcycle and commercial vehicle insurance The OFT today published, for consultation, commitments offered b … Read More

via Get “fit for randomness” [with Ontonix UK]

Related articles

Manage complexity and add 5% to earnings! OK, so don’t take my word for it…


Just about everything you hear about COMPLEXITY is negative and still people look at you like you just tried to sell them a plot on Mars when you talk about the ability to offer, genuinely (that’s right in the original sense of the word not in a marketing sense!), unique solutions.

It does get better though. Because whilst some high profile firms seem intent to scare their customers into parting with some more Consultancy fees…and don’t seem too advanced when it comes to effective solutions, AT Kearney are blazing a trail!

SO, if Ontonix (www.ontonix.com) can’t score major new clients to add to the current impressive list, when firms such as IBM, McKinsey & AT Kearney and “scholars” such as Einstein, Ulrich Beck and Nassim Taleb are IDENTIFYING THE PROBLEM, QUANTIFYING THE FINANCIAL & RISK BENEFITS and can only dream of offering TRIED and TESTED, 100% QUANTITATIVE, SOLUTIONS such as those of ONTONIX…then I reckon a career selling chunks of some far flung planet doesn’t sound so bad after all!!!

Manage complexity and add 5% to earnings! OK, so don’t take my word for it… …80 year old Global Consultancy firm AT Kearney (ATK) say so. ATK appear to have a better understanding of complexity than most. So, I will happily let them tell you that, even by  using the methodology they outline below, they claim that managing complexity will add up to 5% to earnings. I hope that’s got your attention!? Because it gets even better. WE BELIEVE THEM but can’t help but wonder how much more could be achieved if their means of calc … Read More

via A heid full of mince but at least it’s my mince!