Tag Archives: brand

Is your marketing team managing customer service?

Marketing Week recently carried a major feature exploring how marketing professionals should be taking control of the customer service function in their company. The article was quoting research undertaken by Deloitte and Salesforce where 228 global marketing heads were questioned … Continue reading

Posted in Current Affairs, Customer Service, Marketing, Social Media | Tagged , , , , , , , , , , , | 3 Comments

How can retailers fight the ‘showrooming’ trend?

Retailers spend a lot of money to keep their stores on the High Street, but many are now exploring new ways to retain their relevance in an era of online shopping. The current scourge of the High Street retailer is … Continue reading

Posted in Current Affairs, Customer Service, Innovation, Retail, Social Media, Technology | Tagged , , , , , , , , , , , , , , | 1 Comment

Is it possible to ‘humanise’ a big brand online?

When we talk about people engaging with a customer service channel it is often said that the consumer has interacted with a brand. Of course, the reality is that the customer has engaged with another person – an employee and … Continue reading

Posted in Current Affairs, Customer Service, Human Resources, Marketing, Social Media | Tagged , , , , , , , , , | Leave a comment

Listening to the voice of the customer

The Internet is full of good and bad examples of customer service. Many people make a living just documenting all these case studies, but one recent example that went viral caught my attention. When a customer used a chat session … Continue reading

Posted in Current Affairs, Customer Service | Tagged , , , , , , , , , , , , | Leave a comment

Customer service starts at the top

An interesting comment on the Fox business pages outlines a belief that you can predict the success of a company based on the way their executive team behaves with their customers. This sounds like common sense, but how many companies … Continue reading

Posted in Current Affairs, Customer Service, Human Resources | Tagged , , , , , , , | Leave a comment

Is email really the slowest way to ask for help?

New research conducted by KANA Software and published in the Daily Telegraph shows that most (59%) take at least eight hours to answer a customer service enquiry sent by email. That’s more than one entire working day. Contrast that to … Continue reading

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

Customer service should promote customer loyalty

It costs far more to obtain new customers than to just keep your existing customers happy and loyal. This is one of the maxims every business school student learns and yet we see so often that this not true on … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , , , , , | 1 Comment