Monthly Archives: November 2012

Are you ignoring your customers?

Which channel do you prefer to use when accessing a company customer service centre? Most of us are familiar with a call to the free phone number or an email address (as I mentioned in my last blog) like customerservice@bigfriendlycompany.com, but … Continue reading

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Black Friday retail sales in the US: bricks v clicks

Last Friday was Black Friday in the USA. This is the traditional start to the Christmas shopping season, always immediately after the Thanksgiving holiday and featuring absolute pandemonium in stores across the country. The origin of Black Friday is somewhat … Continue reading

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UK consumers prefer email to social media for customer service

Financial News magazine recently published some very interesting statistics focused on the channel consumers prefer to use to interact with brands. Customer service technology consultancy Portal asked 500 UK consumers how they prefer to interact with a brand and email … Continue reading

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More than half of US consumers are using social customer care

I recently found a research paper online focused on the state of social customer care. Published by NM Incite, the analysis explores a full range of issues raised by social customer service – or ‘social care’ as the report puts … Continue reading

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How do you define great customer service?

What is great customer service in a multichannel environment? It should certainly involve social media, but there are some more fundamental rules than just answering customer comments on Twitter. The Guardian recently explored the five key attributes of great service … Continue reading

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We are finalists in the UK Customer Satisfaction Awards 2013!

I’m really pleased to announce that Teleperformance UK has been announced a Finalist in the “Quality Service Provider of the Year” category of the UK Customer Satisfaction Awards 2013 run by the Institute of Customer Service. The UK Customer Satisfaction Awards … Continue reading

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Customers really don’t want to be ignored

Which channel do you prefer to use when accessing a company customer service centre? Most of us are familiar with a call to the free phone number or an email address like customerservice@bigfriendlycompany.com, but a lot of our focus at … Continue reading

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To blog or not to blog?

Writing a blog about your industry can be a very useful way to start discussions with influencers in the area that you work. By publishing your views you become an influencer yourself as people will read and share your articles … Continue reading

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Listening to your customers

Handling customer service on new social channels is very different to voice, email, or chat, but many commentators have failed to acknowledge just how different social customer service really is. Social Media Today just published some interesting research focused on … Continue reading

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When will Google + Take Off?

Google+ is the most recent addition to the group of important social networks you may need to consider working with personally and for use in the enterprise environment. Pronounced, and sometimes written as Google Plus, it was launched in June … Continue reading

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