Category Archives: Technology

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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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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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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Where do we draw the line on telco surveillance?

After all we have read in the media over the past couple of years from Julian Assange and Wikileaks to the NSA activities revealed by Edward Snowden, most people would now assume that phone network operators can listen in to … Continue reading

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Recommendation means more than advertising

What is the best kind of adverts for any product or service? Despite years of advertisers telling us that the best products are the ones endorsed by celebrities, we all know that when a friend of family member gives a … Continue reading

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Retail customers really hate to be kept waiting

Last week, Essential Retail Magazine featured an interview with the Customer Service Director of SpecSavers, Jill Clark. Much of the interview was used to explore how SpecSavers solicits customer feedback and they can act on this information, but there were … Continue reading

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Would you compete with your neighbour to reduce energy use?

A few years ago it might have seemed strange for utility firms to be focused on customer care as a key differentiator, but times have changed. Research from IDC Energy Insights reveals that competition is driving utilities to invest in … Continue reading

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Data privacy concerns need to be weighed up responsibly

Over the past few years, drones have been in the news for various reasons. Of course, there has been an increase in the use of military drones that can attack targets remotely, but there is also the far safer Amazon … Continue reading

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How can virtual shopping work in real life?

I have often pondered what the retailer of the future may look like. The current struggle for most is to create an omnichannel where the online environment blends with the high street – allowing the ease of online retail with … Continue reading

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When will the set-top box be replaced by an app?

Total Telecom published an article recently that featured several commentators arguing that the set-top box (STB) is here to stay. It is argued that the operators can create much stickier customers if the customer is forced to use a piece … Continue reading

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