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 , , , , , , , , , , , , , , | 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 , , , , , , , , , , , , , , , , , | 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 , , , , , , , , , , , | 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 , , , , , , , , , | 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 , , , , , , , , , | 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 , , , , , , , , , , , , , , , , , | 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 , , , , , , , , , , , , , , , , | Leave a comment