Category Archives: Social Media

Is every part of your company now customer-centric?

Forbes magazine recently published an interesting focus on marketing recently that explored various examples of customer service from companies such as Apple, Southwest Airlines, and Zappos. The focus of the piece was on marketing and how every good business can … Continue reading

Posted in Customer Service, Contact Centres, Current Affairs, Social Media, Strategy | Tagged , , , , , , , , | Leave a comment

What are the three key trends in the customer service industry today?

In my last blog I talked about the need for any executive planning a customer service function to explore the future. This is a fast-changing industry now and who could have predicted a decade ago that customers would be receiving … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Social Media, Strategy | Tagged , , , , , , , , , , , , , , , | Leave a comment

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

Posted in Contact Centres, Current Affairs, Customer Service, Marketing, Social Media, Strategy | Tagged , , , , , , , , , , , , , , | Leave a comment

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

Posted in Contact Centres, Current Affairs, Customer Service, Innovation, Marketing, Social Media | Tagged , , , , , , , , | Leave a comment

Multichannel customer service isn’t innovation; it’s simply what customers expect today

How many blogs or articles have been written recently that talk about multichannel customer service as if it is the next big thing? Really? It’s not what the board should be talking about in strategy meetings that are designing a … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Social Media, Strategy | Tagged , , , , , , , , | Leave a comment

Customers really are engaging with brands on Twitter

The Mobile Marketing Watch blog published an interesting statistic about the customer use of Twitter recently. Based on more than one billion tweets – that were addressed to companies – researchers found that 76% of them were neutral, 17.6% were … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Social Media | Tagged , , , , , | Leave a comment

Sky moves to Apps for Customer Service

Sky has recently launched a new app to help their customers manage the most frequently used services linked to their TV subscription directly from their phone. Customers with the app can manage their bill, schedule engineer visits, and manage processes … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Social Media, Strategy | Tagged , , , , , , , , , , | Leave a comment