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David Butler speaks to the British Computer Society on Customer Engagement
In the early evening of the 20th January, 2010, David Butler (CEO of TripleIC) and Alastair Russell of CIO-Connect spoke about the importance of the Chief Information Officer in helping to grow Customer Engagement within their business.
By way of introduction David said “The customer/advocate is the key player in the markets of the future. In the USA Procter & Gamble has launched a company called TREMOR to build networks of advocates. Advocates spread the news by word of mouth. Their commendation is worth its weight in gold.”
“Through social networks, the good news can also be spread through word of mouse. But how are these benign networks built and developed? The process is known as Customer Engagement (CE) - and the CIO has a huge role to play in enabling these for the enterprise.”.
The event was held at the English Speaking Union in Dartmouth Street, London, and was enthusiastically attended, despite the forecast snowfall.
The presentation was followed by a lively syndicate discussion and an even livelier Q & A session.
CIO Connect. and TripleIC sign a partnership agreement
The CEOs of the two companies, Nick Kirkland and
David Butler sign the partnership agreement
TripleIC has signed a partnership agreement with CIO Connect.
CIO Connect is the leading independent membership and development organisation dedicated solely to Chief Information Officers, their leadership teams and their agenda.
Its purpose is to help CIOs and their teams to be more successful, better able to set direction, build commitment, deliver results and develop their careers.CIO Connect achieves this aim by delivering a unique combination of truly peer to peer networking and development experiences dedicated to supporting senior CIOs through connections to each other, wherever they are in the world.
Working together, CIO Connect and TripleIC will help CIOs and their teams fulfill their crucial role in the achievement of better Customer Engagement. The systems that measure, maintain and extend Customer Engagement, such as ADVOCATE and the TripleIC Protocol, are IT systems. The CIO team therefore has a vital role to play in putting such systems to effective use: and an even more significant role in providing expert interpretation of system outcomes.
CIO Connect and TripleIC will help CIOs achieve success in this critical and fast-growing area. Ambitious CIOs see Customer Engagement as an essential area of qualification.
Hedley Basford appointed Richmond Group chairman
The management consultancy network The Richmond Group has appointed Hedley Basford as its new Chairman. The group of sixty independent management consultants and small practices, which recently celebrated its 27th anniversary, made the decision at their 2009 annual general meeting.
Basford, a seasoned management consultant with over twenty five years experience, said he was looking forward to helping the network’s members continue to support one another and grow their practices in the challenging economic climate.
A Fellow of the Institute of Chartered Accountants and the Institute of Business Consulting, Basford commented: “The key to The Richmond Group’s success is its very special sense of community. The network appeals to those who are committed to high standards of consulting, have a passion to be independent but want the comfort and support from a peer group of like-minded people. It has been a vital source of support and opportunity during my many years as a member, and I look forward to encouraging increased prospects for collaborative working, learning and new business whilst I am Chairman.”
Basford also offered his thanks to the outgoing Chairman, Frank Hobson, and expressed his appreciation for the encouragement and inspiration received from the President of the Richmond Group, and managing director of Elevation Learning, Calvert Markham.
Calvert Markham said: “Hedley has a wide breadth and depth of experience gained from his years with Arthur Andersen, Sears Holdings Group, BTR and building his own successful management consultancy, Hedley Basford Management Consultants. His industry knowledge, enthusiasm and business savvy will be very useful to our members keen to develop their professional skills and grow their companies.”
For more information on The Richmond Group please click here.ADVOCATE based study completed for Elevation Learning
TripleIC has complete an ADVOCATE based study for Elevation Learning (www.elevationlearning.co.uk). Elevation Learning specialises in creating consultancy skills learning and development programmes, to maximise the performance of consultants and other professional experts, whether they are management consultants, technical specialists, internal consultants or professional services teams.
Founded by Calvert Markham in 1989, Elevation Learning has since trained thousands of consultants from hundreds of organisations around the world. But even though it has a strong track record and a stream of satisfied clients, the business recognised the importance of getting even closer to their clients in order to understand their needs and how best to deliver them.
They also recognised that the true test of the effectiveness of the training and tools they provide to clients is measured not just by the satisfaction expressed by clients at the time of the training but by the results achieved by those clients when they apply the training and tools to their work over the long term.
The directors of Elevation Learning were pleasantly surprised by the outcome of the study.
Calvert Markham said “We were delighted by the excellent response rate that TripleIC obtained from our clients and high quality of the feedback from our clients.”
“This feedback has affirmed what we do well but it has also given us useful suggestions as to how we should develop and grow our company. The many positive confirmations of our performance have created added energy and optimism that will take us forward.”
“I would heartily recommend TripleIC to anyone seeking to reap the benefits from really understanding their customers.”
David Butler and the Intellect Outsource committee
David Butler, CEO of TripleIC, has been invited to join the management committee for Outsource and Offshore at Intellect.
Intellect is the trade association of the UK technology industries representing the industry’s concerns and the media and provides a code of conduct for members.
The Outsource and Offshore management committee has been engaged in the production of a report on Outcome Based Agreements, outsource contracts that concentrate on business results, as opposed to technical benchmarks. The management committee is also studying the impact on outsource costs and deliverables resulting from the implementaion of Cloud computing in an outsourced environment.
“Outsourcing is a big business, with long term implications for both the supplier and the customer.” said David. “The business is maturing as many organisations are entering their second, if not their third, round of outsource negotiations. This time round, CIOs who are supplying their services through outsource suppliers are seeking a more flexible arrangement whilst still keeping costs down and service levels up. That’s not so much a technical challenge as a relationship challenge.” he continued.
thisworks® "surprised and delighted" by TripleIC's ADVOCATE Customer Engagment assessment
The beauty products company “thisworks®” develops attractive and effective beauty care products using natural materials. It sells these products through national retail stores and directly to the public from its shops and website (www.thisworks.com). thisworks was founded by Kathy Phillips. Kathy spent seven years at VOGUE as Health and Beauty Director and is now the International Beauty Director for Condé Nast Asia working with all their titles (Vogue, “W” and Allure) in Japan, China, Korea and Taiwan.
Rachel Groom, managing director of thisworks, issued the following statement:-
“We have been enjoying steady growth over the years but want to be even more successful. We knew that to do so we had to find a way of reaching out to our customers and making them feel not only that we really understand and care about their needs. We also wanted to inspire them to tell other people about us and what we have to offer. We realised that this would require special expertise and we called upon TripleIC to help us achieve our objective.”
“TripleIC conducted a survey of all our consumer customers using ADVOCATE, a software tool designed specially to help companies to embrace, nurture and retain their customers. We were surprised and pleased with how quickly TripleIC recognised our needs and demonstrated an empathic understanding of our business. The survey was carried out entirely by email, so it was easy to run and easy to respond, taking only a few minutes of our customers’ time.”
“We were even more surprised and delighted with the speed with which our customers responded in large numbers to the ADVOCATE survey. They were clearly very pleased to be consulted - TripleIC helped us frame the invitation to participate in the assessment - and gave us a lot of thoughtful and very useful feedback. Our customers confirmed what we do well but more importantly gave us lots of ideas for how we can grow our business, and how they would like to support us in doing so.”
“So helpful were some of the customers’ comments that we asked their permission to use the material in our promotions. I’m pleased to say they all agreed.”
“What also emerged very clearly from the ADVOCATE project is the importance of not assuming that one understands and meets the needs of customers but actually testing that assumption on customers. Those customers who did feel that we understood and met their needs were also the ones whose perception of us has risen since they first became customers. These are our true advocates and are ‘worth their weight in gold’ as promoters of our business.”
“Our experience with TripleIC was excellent. They kept in close contact with us, gave us access to ADVOCATE right from the outset so that we could see the results as they came in. They gave us a comprehensive set of really useful reports and presented these to us personally. Anyone wanting to grow their businesses through retaining and motivating valuable customers could not do better than talk to TripleIC.”
Rhino Rugby gains Silver Award for Customer Engagement
Rhino Rugby has become the first company in the sporting goods industry to win the prestigious TripleIC Award for Customer Engagement, achieving Silver Certification.
Rhino appointed market-leading consultancy TripleIC to assess how well it understands, meet the needs of and generates loyalty among its customers. As an entirely impartial and public assessment of Rhino’s performance in this critical area, the achievement of the Silver Award represents a true accolade for Rhino.
Martin Johnson, England’s World Cup winning captain and now Director of Rugby for England said “At Rhino we are always seeking to improve our service to our customers. We are very proud to achieve a Silver Award from TripleIC and are confident of being able to use the survey results to improve our performance even further.”
Reg Clark, Managing Director of Rhino Rugby and former Oxford Blue, was closely involved in detailed preparations for the TripleIC assessment. After receiving the award he commented: “It was most gratifying for us to see that loyalty to the Rhino brand is strong and growing and we now have a much clearer insight into what we need to do to consistently meet and exceed our customers’ needs.”
The assessment team, led by David Butler, TripleIC’s Managing Director, was impressed by how far Rhino has engendered loyalty from its customers. “The most significant outcome from the assessment is the warm regard in which the company and its management are held”, said David. “Many of the customers have a powerful attachment to Rhino and act as positive advocates for the business.”
Rhino has now commissioned Reading-based TripleIC to assist in building an immediate action plan based on the detailed assessment results. This will then be progressed by Rhino’s own management as part of a continuous service improvement programme.
Reg Clarke receives the Silver Award from David Butler
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