News

Context is More Important Than Content for Executive Buy-In

We always stress the importance of ensuring KCS articles are written in the customer context and are problem-centric rather than solution-centric.  We might capture and publish an article on "How to Change a Battery," but if the customer is searching for “my car won’t start,” the likelihood they will find the appropriate article and resolve … Continue reading Context is More Important Than Content for Executive Buy-In

Vocabulary is Important

Vocabulary is important!  I propose there are three words we should eliminate from our service and support vocabulary: deflection, avoidance, and consumption.  These three concepts are very self-centered; they reflect a vendor-centric perspective, not a customer-centric view. "Deflect" and "avoid" are often used when discussing the value of self-service, as if deflecting and avoiding our … Continue reading Vocabulary is Important

Welcome Arnfinn Austefjord, Global Head of the KCS Academy

Big news from the Consortium for Service Innovation: Arnfinn Austefjord joins the staff as the Global Head of the KCS Academy on June 3, 2019. The KCS Academy continues to nurture and support the ever-growing number of KCS practitioners, Certified Trainers, and KCS Verified and Aligned partners, and Arnfinn’s focused leadership will facilitate the growth of this expanding network. … Continue reading Welcome Arnfinn Austefjord, Global Head of the KCS Academy