Monthly Archives: June 2012

Consumers are the driving force

In my last blog I explored the increasing importance of the customer experience, particularly because customers are now also publishers – they can easily tell their friends how good or bad your service is at the push of a button. … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Social Media | Tagged , , , , , , , , , , | 3 Comments

Buying a camera – do you question the manufacturers?

Cameras are fairly complex pieces of equipment. Of course we all have a camera built into our telephones now and they are great for snaps, but if you want to study photography or to just have more control over the … Continue reading

Posted in Current Affairs, Customer Service, Marketing | Tagged , , , , , , , , , , , , , | 2 Comments

Customer Experience is Critical

We know that customer experience is critical. Many factors are changing the way companies operate today, creating a ‘perfect storm’ for those who need to manage how the customer interacts with a brand. There is more global competition Products are … Continue reading

Posted in Contact Centres, Customer Service, Human Resources, Marketing, Outsourcing | Tagged , , , , , , , , | 1 Comment

Two truths and a social lie

I read an interesting article in Forbes last week that asked several questions about social media to top executives, with the intention of seeing whether their views on social networking in the enterprise match with reality. Here is one of … Continue reading

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How do you measure your social media health?

There are various influencer engagement tools out there, but many are seeing their reputation taking a battering. Klout is a good example because many have shown how you can game the system and improve your ‘influencer’ score just be being … Continue reading

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Where next for passwords?

Our entire online life – and beyond – now depends on passwords. You can’t check your email, update your social networks, upload some photographs, or check your bank balance without being harassed for a password. Some people create elaborate lengthy … Continue reading

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Company departments are growing closer

I’ve been writing on this blog recently about how social media tools are moving far beyond just customer service alone. There is something new and challenging about a completely transparent channel of communication that is changing the fundamental structure of … Continue reading

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