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Monthly Archives: May 2012
Thinking of a social strategy for customer service
Every company is different and every company has a different way of communicating with customers, but in general there are some broad ways of looking at the different social tools that are available. In this blog I will highlight the … Continue reading
Posted in Current Affairs, Customer Service, Social Media, Technology
Tagged blog, blogger, blogging, facebook, linkedin, social media, social networking, strategy, tools, twitter
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Knowing how to engage so you avoid the spam
It is clear from what I have often discussed on this blog that social media comprises many powerful tools. They can help you to promote your company, access new markets, and engage with customers and prospects in a way that … Continue reading
Posted in Current Affairs, Customer Service, Marketing, Social Media
Tagged broadcasting, business, customer, engagement, linkedin, marketing, monty python, networking, promotion, sales, selling, social media, social network, spam
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Best and Worst Service on the High Street
This week, the Consumer’s Association published their latest survey on customer satisfaction in the British High Street. Over 11,000 people were surveyed and asked specifically about their experience in shops in the previous six months. The results are not pretty … Continue reading
Posted in Current Affairs, Customer Service, Human Resources
Tagged brand, budget, consumers association, customer satisfaction, customer service, high street, knowledge, quality, retail, shop, shopping, store, survey, which
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Paying to post on your Facebook wall
Would you pay to post items on your Facebook wall? Of course for most of us the answer is no, but Facebook has started getting clever about the things you do and don’t see. When you look at the news … Continue reading
Posted in Current Affairs, Marketing, Social Media
Tagged advertising, brand, facebook, fee, friends, kiwi, marketing, new zealand, news, pay, post, promotion, wall
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Enjoy the silence – for now
There are two areas where British mobile phone customers are silenced, the London Underground ‘tube’ network and on planes. The London Underground has many tunnels that are far too deep for a signal at ground level to penetrate and though … Continue reading
Posted in Current Affairs, Customer Service, Technology
Tagged cellphone, customer, flight, london, london underground, mayor, mobile phone, no board, noise, olympic, phone, plane, service, telephone, tube, virgin atlantic
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New team member in TPUK
I’m delighted to announce that Frank Hammerton has just joined our Teleperformance collections team as business development director. Frank will be based out of Leeds and will work directly alongside me, as well as being a part of the 22-strong … Continue reading
Posted in Careers, Human Resources
Tagged alliance and leicester, collections, credit resource solutions, debt, frank hammerton, girobank, iqor, new hire, outsourcing, team
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Creating value from partnership
Julia wrote a great blog earlier focused on her key learnings from the event and she mentioned the question of value. This is an extremely important area that I believe every service company will be exploring at present. We know … Continue reading
Posted in Current Affairs, Customer Service, Marketing, Outsourcing, Social Media
Tagged brand, cost, gainsharing, marketing, obp, output-based, price, pricing, social media, value
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What is the retail omni-channel?
I saw an interesting news story this week in the New York Times on a retailer in the US that is refusing to stock the Amazon Kindle. The reason? Because customers are coming into stores, asking questions about the Kindle, … Continue reading
Posted in Current Affairs, Customer Service, Marketing, Technology
Tagged amazon, customer, department store, kindle, multichannel, new york times, omnichannel, premium, price comparison, retail, service, value
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Lessons from our social media ROI event last week
Our social media event in London last week was a tremendous success. Our focus was on exploring the return on investment companies are finding and the day was packed full of information. Just look at what some of those present … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Marketing, Social Media
Tagged #tpsocmed, call centre, conference, dac beachcroft, education, event, law, legal, social media, social networking, speaker, twitter, voice
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