Category Archives: Current Affairs

Is T-Mobile leading the way in listening to customers?

The CEO of T-Mobile US, John Legere, has promised to shake up the entire telco industry with a series of recent blog posts highlighting a new deal for his customers. This quote from one of his blogs last week shows … Continue reading

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Is Twitter really the least effective channel for #custserv?

Econsultancy featured an article recently that explored new research suggesting that Twitter is the least effective customer service channel in the UK. The research found that companies do respond to tweets, and some respond very quickly indeed, but it is … Continue reading

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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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Will Oculus Rift change the social web forever?

Facebook has been on something of a spending spree recently. Not content with their $1bn purchase of photo sharing app they recently spent $19bn on the messaging service WhatsApp and, even more recently, $2bn on the Virtual Reality firm Oculus … Continue reading

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Vodafone expands their High St footprint

Vodafone recently announced plans to invest £100m in opening 150 new stores around the UK over the next year. This will develop their high-street footprint to over 500 stores, but why would a brand like Vodafone be investing in the … Continue reading

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How should brands respond to customers on Twitter?

A Twitter user was fed up of being late for work so he tweeted the train service he used – London Overground – and begged them to improve their punctuality. He claimed that if he was late for work one … Continue reading

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How can virtual shopping work in real life?

I have often pondered what the retailer of the future may look like. The current struggle for most is to create an omnichannel where the online environment blends with the high street – allowing the ease of online retail with … Continue reading

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Companies that thrive don’t only think about the sale

Sir Richard Branson, founder of the Virgin Group of companies is often help up as an example of an entrepreneur who started small and over the years has built a global empire of businesses – and all along following his … Continue reading

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Every telco complaint in a single database

Imagine a database of complaints against telcos that is freely available online for customers. It’s a proposal that has been put forward by public utility regulators in the USA recently as an idea that would allow consumers to easily compare … Continue reading

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Are people really worried about protecting their personal data?

A recent article on the Engage Customer blog described new research by Mintel that found how consumers of all ages are concerned about data privacy online, but younger Millennial consumers are over-sharing data far more than their Baby Boomer parents. … Continue reading

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