-
Share this page
Search
Alistair on Twitter
- Can you train your brain to always be positive? - ow.ly/kYq0V 1 day ago
- Would you trust a self-driving car? - ow.ly/kYq0T 1 day ago
- What is the value of events for a CIO? - ow.ly/kYq0Q 1 day ago
- Online music - who will win? - ow.ly/kYq0O 1 day ago
- How are enterprises really managing mobile devices? - ow.ly/kYq0J 1 day ago
Categories
-
Recent Posts
Tags
advertising agent amazon blog blogging brand business call centre channel consumer contact centre customer customer experience customer service email engagement experience facebook google hr internet job linkedin london marketing mobile multichannel olympic omnichannel online outsourcing phone research retail sales service social media social network social networking teleperformance tv twitter uk video youtubeArchives
Blogroll
Monthly Archives: August 2011
Cross selling in a digital age
The last time I visited a post office in London to buy some stamps, the counter clerk asked me if I was interested in some foreign currency, and home insurance. This attempt to upsell various products I had not asked … Continue reading
Posted in Contact Centres, Customer Service, Marketing
Tagged advice, adwords, agent, conversation, cross selling, digital, google, help, IM, information, insurance, post office, royal mail, telecoms, upselling
Leave a comment
When will Facebook Places become essential?
I’ve been exploring Facebook Places recently. Not just because it’s one of the latest big online tools and predicted to become the hottest thing since sliced toast, but because I want to really see and understand how it might change … Continue reading
Posted in Current Affairs, Marketing, Social Media
Tagged advertising, adwords, awareness, facebook, foursquare, geo, google, location, minority report, movie, pizza express, places, restaurant, retail, scifi, shop, spatial, tom cruise
Leave a comment
Firth in debt: Collecting collections
I’m head of sales for the Teleperformance collections business and people outside the industry often ask me what ‘collections’ really means. I tell them that we collect debt on behalf of clients who are either struggling or just don’t have … Continue reading
Posted in Customer Service, Outsourcing
Tagged @firthindebt, bankrupt, collections, debt, economic climate, firth, payment, recession, regulation, reputation, twitter, understanding
1 Comment
C2C: Customers can help each other
Everyone in the service sector knows about the acronyms B2C and B2B – business-to-customer and business-to-business. It describes the nature of a business; are they marketing goods or services to end consumers – like a retailer – or to other … Continue reading
Posted in Customer Service, Outsourcing, Social Media
Tagged b2b, b2c, c2c, crowdsourcing, customer service, expertise, kudos, mobile phone, p2p, wikipedia
Leave a comment
Social customer service
Many firms have started working with the various online social networks, in a bid to interact directly with customers and particularly to engage with dissatisfied customers. We have all seen the firestorms that can be created on a network like … Continue reading
Posted in Current Affairs, Customer Service, Social Media
Tagged bank, c2c, connect, customer service, direct debit, facebook, phone, social media, twitter, website
Leave a comment
Banking crisis will create a new High Street
As the banking crisis loomed in 2007, lines formed outside branches of the Northern Rock bank. This run on the bank exacerbated the perilous state of the Rock’s cash flow crisis. Ultimately, the British government stepped in to prevent a … Continue reading
Posted in Contact Centres, Customer Service, Marketing, Technology
Tagged 2008, banking, branch network, credit crunch, crisis, customer service, david cameron, gordon brown, hbos, high street, lloyds tsb, northern rock, rbos, recession, retail, sainsburys, tesco, virgin
Leave a comment
Thinking of the future
Pensions have been back in the news again recently. At the end of June several public sector unions coordinated their industrial action on a single day to emphasise their members’ disagreement with government plans to make people work longer and … Continue reading
Posted in Careers, Current Affairs, Human Resources
Tagged career, cost, economic slowdown, government, hr, life expectancy, living, pension, private sector, public sector, recession, reform, security, state, strike, teachers, union
Leave a comment
Ecommerce – it’s tough at the top
It’s a tough job being an eCommerce Head these days. More and more shoppers are choosing the online channel because of convenience, advancement of online offerings by retailers – and cost, getting to the high street and parking is expensive! … Continue reading
Posted in Customer Service, Marketing, Social Media
Tagged assistant, brand loyalty, checkout, ecommerce, kpi, online, online store, retail, roi, sales, sales channels, seo, shopping cart, website
Leave a comment
Social media and the shops
Twitter has become the tool of choice for many professionals to air grievances about the service they receive from retailers, utilities, banks, and telecoms firms. Consumers using Twitter – and similar social tools – are vocal in their use of … Continue reading
Posted in Contact Centres, Customer Service, Social Media
Tagged bank, brand advocate, call, complaint, contact center, contact centre, facebook, restaurant, retail, social media, telecom, tweet, twitter
1 Comment
Customer insight or information overload?
How do companies use customer insight once its’ been captured? There is a lot of valuable information available through voice analytics and social media, how do you use it all effectively and do you use it to make business decisions? … Continue reading
