Category Archives: Customer Service

Frustrate your customers with poor experiences and benefit your competitors

Getting your customer service strategy right is really important. It’s not just a question of making sure the contact centre is ready to pick up some calls – we are now operating in an omni-channel, multi-device consumer environment where customers … Continue reading

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Have restaurant customers changed because of smart phones?

Any observer of changes in the way customer service operates globally will know that what has really changed is the way people communicate. My last blog talked about the social changes introduced by the smart phone with ubiquitous Internet access … Continue reading

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The worst possible #custserv practices

Most of the lists we all see in business magazines are all positive; the top ten strategies you should be exploring or 5 ways to improve your team, so it was striking when I saw that Forbes recently listed the … Continue reading

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New channels are changing customer service forever – are you ready?

Veronica’s recent blog mentioned that the customer service industry has moved on from a focus on contact centres or how to improve the outsourced relationship between a client and supplier. These may have been important considerations in the past, but … Continue reading

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Communication is changing customer service today

What is the customer service industry focused on today? In the past decade – maybe even just the last half a decade – the industry has changed dramatically, but the core focus remains the pursuit of an improved customer experience. … Continue reading

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Vodafone and ESB join forces in Ireland

How often do you read about two companies from entirely separate industries getting together and leveraging their combined expertise to create an improved product or service that would not be possible – or might be too expensive – to achieve … Continue reading

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The Customer Is A Knave!

The customer is no longer king, the customer is a knave! With a multi-channel mind set, mobile tech and (brand) attention span of a goldfish, the concept of earning customer ‘loyalty’ today is arguably as old hat as ‘posting’ holiday … Continue reading

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Customer service comes first in companies today

With customer service now open and visible on social channels many marketing directors are taking a close interest in how their brand is being represented online – marketing chiefs are now stepping in to manage many customer service departments. This … Continue reading

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Innovations in customer service

Call centre magazine listed a series of innovations that they say are redefining customer service. You can read about the first five here with another five to follow soon. What I liked about this list though was that it did … Continue reading

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Only the young are using multichannel support?

We live in an age of multichannel customer service. It is common for consumers today to be using around five or six channels when they want to interact with a brand. Voice calls, chat on instant messenger, email, reviews or … Continue reading

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