A Pioneering Customer Service, Conversion & Retention Champion
Robert M. Keay, CEO of Ethos Integrated Solutions, is at the vanguard of the customer service, conversion and retention revolution having spent over three decades delivering strategic customer service and process improvement solutions to over 500 multi-sector clients across Europe and the Middle East.
Bob has been instrumental in founding pioneering professional organisations and private businesses which innovate and promote the latest industry methodologies and technologies and spearhead customer service into a new age marketing essential.
Bob’s passion for customer service excellence began during a successful automotive industry career which culminated in the 1990s with consultancy and training stints at Land Rover and Audi-VW in the UK. He went on to cofound the Aegis Marketing Group, which became Britain’s leading customer service consulting firm. After successfully establishing the Aegis USA office, Bob returned to the UK to set up Ethos Business Solutions - a ground-breaking company which developed one of the world’s pioneering business process management (BPM) software tools that revolutionised the BPM landscape.
In 2003, Bob relocated Ethos to Dubai in the United Arab Emirates (UAE). Ethos Integrated Solutions has since become the Middle East leader in innovating customer experience and customer service solutions. Ethos now has more than 50 full-time staff delivering ground-breaking and award-winning software solutions for research, journey mapping, employee engagement and mystery shopping to multi-sector clients across banking, retail, hospitality, government, and telecoms. The company is co-owned by the Privatization Group for Resource Development (FAZZA), which is part of the Social Security Fund of the Ministry of Interior UAE.
In 2007 Bob also co-founded The International Customer Service Institute (TICSI) - the world’s first service excellence standard with unique assessment methodologies which also provided the highest quality Customer Service and Experience training to firms, government entities and organisations seeking increased excellence and high-quality experience to customers. TICSI has now evolved into the International Customer Experience Institute (ICXI) - an international organisation dedicated to the recognition and sharing of global best practice in customer experience. ICXI has a globally-adopted standard, ICX2019, that improves customer satisfaction and optimizes service excellence and performance and which is kitemarked by both Bureau Veritas and BSI.
Bob leveraged his extensive experience to author, the world’s first Customer Service Standard – ‘The International Standard for Service Excellence.’, Since launching his breakthrough book, Bob has gone on to author other sector-specific industry manuals including ‘Value Moments,’ which focuses on a concept which allows organisations to measure customer experience and identify root causes of customer dissatisfaction. His latest book, published in 2018, is ‘Customer Happiness on the Horizons’,– a guide to achieving customer happiness and loyalty influenced by happy employees.
Bob’s latest venture is the founding of StagFox a game-changing, digitally encrypted, and dynamic customer presence gateway device which connects the physical and digital worlds. StagFox can securely verify user ID specific to location and time, before the user has accessed a brand’s digital service. StagFox is set to raise the customer experience benchmark by digitally connecting brands with customers in real time.
Develop Your Customer Service Strategy Based On Actual Knowledge of What Customers Value Most
Today’s customers have rising and diverse expectations of speed, convenience, and quality. Each time a customer touches your brand, this interaction has either a positive or negative influence on your organisation.
But do you really understand which moments in the customer experience really matter to the customer, and contribute most in delivering and exceeding customer expectations? Value Moments helps you gain that understanding. It offers a new perspective on how customer experiences should be measured, managed and improved.
Each moment within a customer’s experience is not equal. Value Moments allows organisations to diffuse the current customer experience, segment and analyze the customer interaction points and devise a blueprint that shows which are more significant In heightening the overall customer experience.
Based on extensive research conducted by award winning consultants, the result is: a quantitative methodology that delivers powerful results. This book helps you learn how to identify the “Value Moments” within the customer journey using a comprehensive step-by-step approach.
Providing a visual epiphany for executives everywhere who can’t figure out why they are not exceeding customer expectations, Value Moments is an essential yet practical approach for any organisation that wants to exceed the customer expectations and drive sustainable customer loyalty.
First of all, we go on a journey to explore how the term customer happiness arose – through the past 50 years.
The author helps us understand the value customers place in their experience and how some parts of the customer experience journey have more value to the customer than other parts.
The author defines customer happiness and customer happiness value moments and how to determine these.
We then focus on how to measure customer happiness.
Understanding how organisations can best prepare themselves for providing a happier customer experience through 5Ps and CEM frameworks.
The author introduced us to Customer Experience and CX journey mapping and for the first time “dynamic journey mapping.”
We get to understand how customer happiness will impact on profits.
Finally, the author explains how happy employees impact and influence customer happiness, and how best to improve employee happiness through techniques and tools he has used before, finally how best to measure employee happiness.
A number of improvement tips, tools and techniques are included within the book. The author has himself almost 30 years’ experience as a consultant and trainer throughout the world and he utilizes that experience to produce a book of value.
