Category Archives: Current Affairs

Crossing the chasm – from small to global

The path to global domination has changed. Small companies can grow to become medium just by doing a bit more of whatever they do – selling products or services and scaling up to increase the size of the operation. But … Continue reading

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Analytics: the key to unlocking the retail omnichannel?

For the past couple of years I have been exploring both omnichannel and multichannel solutions for customer service as the adoption of social media channels have become more accepted. It’s important to distinguish between the two terms though, as many … Continue reading

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The future of customer service is already with us today

The social media analysis company Hootsuite has just released a new white paper focused on the future of customer service. You can download a copy here. As you might expect, it’s packed full of statistics, but I want to pull … Continue reading

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Telcos are focusing on content

I have often talked about the future for telcos being more focused on the content they provide rather than the number of free texts they offer to customers and a recent move by EE appears to be moving down this … Continue reading

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Customer loyalty is changing

I read a news item on TechRadar recently titled ‘customer loyalty is changing and your marketing plan should be too’ and I was interested in the idea that customer service commentators are now explicitly defining ‘customer loyalty’ and linking this … Continue reading

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Celebrating Customer Service Week

Last week was International Customer Service Week, an event started by the International Customer Service Association back in 1984 – thirty years ago! This week was originally created as a way to recognise and reward the people and companies that … Continue reading

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Could British retailers learn from the phone networks?

I blogged recently about the collapse of Phones 4U and how the model of selling mobile phone contracts is changing. The biggest change is the decline of the third-party expert, able to advise on contracts from all the major networks, … Continue reading

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