Mark Adams
The complexity of simplicity
We all talk about 'keeping things simple' for ourselves, our prospects and/or our customers because we've all got enough going on...
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Expert Advice
Mark Adams
Sep 91 min read
Who doesn't love a refresh?
Exciting news - which you may have already noticed - over the summer we've been busy with the great people at yourweb.nz refreshing...
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Mark Adams
Dec 20, 20232 min read
The power of pausing
At this time of the year many of us will be taking some time off. Some people love taking an extended break from work whereas others like...
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Mark Adams
Jul 5, 20233 min read
Thoughts on buying contact centre tech
When I first work with a new client I normally carry out a diagnostic of their operations, including observing advisors interacting with...
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Mark Adams
Jan 6, 20233 min read
Customer surveys are dead
For as long as I can remember companies have been carrying out both one-off and rolling customer satisfaction surveys - and I’ve...
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Mark Adams
Sep 26, 20223 min read
From reactive to proactive service
Ahhhh….that often cited desire and rarely experienced joy that is proactive customer service. I believe delivering a great proactive...
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Mark Adams
Sep 8, 20223 min read
The human side of digital service
In my last blog I talked about digital first strategies and digital transformation - if you didn’t read that blog just go here -...
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Mark Adams
Jul 14, 20223 min read
Digital service: don’t wait - don’t stop
For the five years before setting up Sooth Consulting I was Member Services Director for Pure Planet; a digital first energy supplier. I...
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Mark Adams
May 25, 20222 min read
What are your service principles?
In April I wrote a blog about how to develop your service strategy - if you missed it or need a refresh you can find the blog here. In...
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Mark Adams
Apr 21, 20222 min read
Let's talk performance improvement
In this, my final of the series of three blogs about the services offered by sooth consulting I’ll focus on operational performance...
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Mark Adams
Apr 13, 20223 min read
Building a service culture
This is the second in my series of three blogs about the services offered by sooth consulting. In the first blog I talked about service...
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Mark Adams
Apr 7, 20223 min read
Develop your service strategy
This is the first in a series of three blogs looking at the three services provided by sooth consulting. Over the coming weeks I’ll talk...
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Mark Adams
Mar 30, 20222 min read
sooth consulting...where did it come from?
After more than a fantastic (no exaggeration - best place I’ve ever worked) five years at Pure Planet, in a role I loved, with the...
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Mark Adams
Mar 16, 20223 min read
Where to begin?
Often in my life the best place to start is by the sea. Having grown up next to the sea it's always been an important part of my...
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