Category Archives: Marketing

Which kind of business do you think Ford is in?

What kind of business do you think that the Ford Motor Company is involved in? Perhaps the easy answer is in the name – they manufacture and sell motor vehicles. Wrong. Some people may still consider Ford to be a … Continue reading

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Outsourcing: does size really matter?

A recent blog by William Carson here on the Teleperformance UK pages explored the perceptions of size in a partner company. This is a question any company executive will ask when they are about to select a partner to work … Continue reading

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True innovation comes from a deep understanding of the present – and past

One of the challenges faced by the Teleperformance team when they go out to meet prospective clients is that our competitors have argued that Teleperformance is ‘too big’ … the implication being that a smaller rival will be more agile … Continue reading

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Getting Customer Service right is the strategic future for your business

The customer service function is the most important part of your business today – full stop. With companies like Ford and Jaguar Land Rover now declaring themselves ‘retailers’ first and foremost, this is not just some motivational mantra aimed at … Continue reading

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Putting the ‘app’ into ‘happy’ – technology will provide a great leap forward for customer service

In my last blog I talked about the need for customer service executives to get a grip over the multichannel world that is already with us. The problem is, that even if they do start managing every known channel, the … 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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