Author Archives: Matt Sims

British customers don’t believe that the omnichannel is working

Marketing Week focused on customer service last week as one of their trending topics, in particular why and how customers will switch brands because of poor service. New research published in Accenture’s Global Consumer Pulse suggests that 53% of consumers … Continue reading

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Are customers moving to mobiles for #custserv?

Earlier this year, Kate Leggett from Forrester published her top ten predications for customer service in 2014. One of them was particularly interesting to me: Trend 2: Customer Service Will Adopt a Mobile-First Mindset Customer service mobile applications remain nascent as … Continue reading

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Consumers say that service getting better

The British Standards Institute (BSI) recently published some new research on attitudes to customer service in the UK and the good news is that people think that service is getting better. In fact the comparison from 2008 to 2013 is … Continue reading

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How can you recover from a #custserv disaster?

Writing in Forbes, customer service expert Micah Solomon has produced a simple four-step plan for recovering from customer service disasters. Every company has been there – a customer complaint whether justified or unjustified ends up creating a big argument with … Continue reading

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How are you creating an attachment to your customers?

These days it can be tough for a business to stand out. Competition is global and customers have high expectations. If your strategy includes the desire to use customer service as a way of standing out from your competitors then … Continue reading

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Call volumes down, social #custserv up

Many in the customer service industry have talked of a multichannel environment for service where social media and other new channels start taking the place of the traditional call to a voice-based contact centre. Many have even predicted that non-voice … Continue reading

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You must be able to answer these two #custserv questions

Shep Hyken’s blog is always full of great advice on customer service and experience and one of his recent posts featured a great two step lesson in introspection for brands that want to improve their customer experience. He advised asking … Continue reading

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What’s ahead for B2B in 2014?

Writing in the Retail Customer Experience blog, Mike Wittenstein, recently suggested his five key predictions for customer experience in 2014. One of his points was that the experience of B2B customers will start being influenced by what B2C customers are … Continue reading

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Customer service heroes

It’s not often that a major national newspaper like The Daily Telegraph will publish a big feature written by a male model – in fact, by any model, but supermodel David Gandy recently penned a feature that explored his life … Continue reading

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Managing your reputation and creating a brand

Does your company have a reputation for great service? In the US the benchmark most business magazines comment on is online shoe and clothing store Zappos – which used to be an independent company, but is now a division of … Continue reading

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