Category Archives: Social Media

Use customer knowledge with care – not abandon!

What happens when brands know too much about you? Customers are happy to share their preferences on Facebook and through the use of loyalty cards, but sometimes it pays to be less clever than is actually possible when it comes … Continue reading

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How do you cope with new #custserv channels?

One of the biggest changes to the customer experience in the past half-decade has been the explosion of channels that customers can use to communicate with brands and the freedom of choice. By freedom, I mean that customers will often … Continue reading

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Making sure your digital customer stays a customer forever

Social networks have changed the customer service industry beyond recognition. The creation of a multichannel environment where the customer chooses the channel, can jump across channels, and most of the interactions are public is a very different type of customer … Continue reading

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Channels may change, but customers just want to be served

I spoke at a TEN event recently and one of the recurring themes together with customer service bloggers and commentators over the past couple of years has been multichannel and in particular the ambition for companies to move to an … Continue reading

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The Contact Centre of the Future – Part 3

In this third of three articles, Simon Dillsworth from Teleperformance outlines his own views on how contact centres might look in future… In the previous two articles about the future of the contact centre I have explored how multichannel customer … Continue reading

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Contact centre of the future – part two

The way that customers interact with brands is changing fast. In fact, it could be argued that the entire relationship betweens brands and customers has been revolution in the past six or seven years for a couple of important reasons. … Continue reading

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The power of ‘delete’ and what it means for brands.

Last December I deleted my Facebook account. I was an avid user in both a personal and professional capacity. Then I somehow managed to contract strep pneumonia and spent nine days in hospital without access to Facebook during which time all … Continue reading

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