My background
I have a unique and interesting mix of
left/right brain (analytical/creative) abilities, which have enabled me to see and work with 'the big picture'.
This has led to broad experience throughout UK, Europe and USA, in areas such
as:
- Customer Empathy research and consulting
-
- devised the entire Customer Empathy business model
concept
- invented first (only?) system to objectively measure feelings:
customers' or otherwise!
- Strategic Business 'Big Picture' consultancy
-
- Customer Service
- Corporate Vision/ Mission development
- Business Process Management/Re-engineering
- Presenting with Passion
-
- Inspirational, original presentations on Customer Service /
Customer Empathy
- Unique inspirational and motivational presentation
skills
-
- I've even been compared to management guru Tom Peters in
my own presentation style and passion of delivery!
- I can always be relied on for an entertaining impromptu
presentation filler when required.
- I have helped many executives/ CEOs to get clear on their own
message and learn to present and deliver it with passion
- Run 'Presenting with Passion' Training courses - for everyone
(from front line to executives
- Marketing Technology business solutions throughout
Europe
-
- As a European Marketing Manager for Wang Computer solutions I had
extensive experience of marketing 'bleeding-edge' technology and business solutions to various
markets and cultures
and also of taking a lead in helping define the overall Wang
corporate strategy and vision
Customer
Empathy
I'm particularly proud to be the
originator of the concept of 'Customer Empathy' and the Absolute
1-10 Scale for objectively measuring feelings, which many people have assured me have played a leading
role in shifting the UK Customer Service industry from being driven by what's being done to customers
to how customers are being made to
feel.
Way back
in 1992 (with a background in Technology, Marketing and Business Process Re-engineering
(BPM)Solutions Consultancy) I sat back and wondered if companies really knew, or could appreciate,
exactly how it felt to be one of their own customers. Despite the
massive amounts of effort to improve their internal 'business processes' and staff 'training', did
anyone really know (or care) how it actually felt like on
the customer end of it all?
Was it even possible to objectively assess customers' feelings? As a customer myself I noticed that there were
many impressions that could not be disputed, and so I
devised both an objective "Empathy
Rating" of subjective customer
feelings and an auditing process
to give a deep cultural Insight into the whole Customer
Experience.
Summary
I'm currently delighted to support businesses
in areas such as:
followed
by:
-
Internal Empathy Development
programs
-
Licensing and training of the methodology
for measuring feelings objectively
-
Strategic Consulting and
Values Visioning
- discovering and refining your business Vision and Mission
-
Executive coaching
-
Presentation Development and Coaching
John
Jamieson
With
Customer Service, it's not all the grand things you do that makes the biggest difference,
that makes us feel good: it's the sincerity and genuineness of your
people!
| 