Tag Archives: brand

Is the rock-star analyst dead?

Posted on May 10, 2013 by

Hfs Research always like to shoot straight from the hip with their opinion on the way the industry analyst business is changing so it was interesting to see their latest blog post on the death of the rock-star analyst. Everyone … Continue reading →

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

Who created the Omnichannel?

Posted on April 16, 2013 by

I have been talking a lot about how 2013 is going to be the year of the omnichannel. Just take a look back at my last few blog entries – I have probably mentioned it on almost every post this … Continue reading →

Posted in Contact Centres, Current Affairs, Social Media, Technology | Tagged , , , , , , , , , , , | 1 Comment

Lego show how to deliver great customer service – with ninjas

Posted on January 15, 2013 by

It’s not often that I see a conversation playing out on Twitter that ends up being analysed by Forbes a few days later, but it just happened this week. A seven-year-old British child lost one of his favourite Lego ‘Ninja’ … Continue reading →

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

The ‘myth’ of a salesman

Posted on December 13, 2012 by

Everyone sells for a living, in whatever profession they have. A journalist has to sell their ideas to an editor. A waiter sells ideas for the best main course. A taxi driver sells alternative routes to a customer when roadworks … Continue reading →

Posted in Careers, Current Affairs, Marketing | Tagged , , , , , , , , , , , , | Leave a comment

Customer service is changing fast – can you keep up?

Posted on December 5, 2012 by

It’s always nice to see my own photo in the press, but somehow it’s even better when it is the regional media – our local paper in Bristol – and they are pointing out how important Teleperformance is to the … Continue reading →

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

How do you define great customer service?

Posted on November 22, 2012 by

What is great customer service in a multichannel environment? It should certainly involve social media, but there are some more fundamental rules than just answering customer comments on Twitter. The Guardian recently explored the five key attributes of great service … Continue reading →

Posted in Contact Centres, Current Affairs, Customer Service, Human Resources, Social Media | Tagged , , , , , , , , , , , , , , , , , , , , , , , , | 2 Comments

All change for global brands, even James Bond

Posted on October 23, 2012 by

Brand Republic recently published a six-point guide to how Red Bull has torn up the branding and marketing guidebook with their Stratos project. It’s a good point, but consumer brands are changing how they interact with all of us on … Continue reading →

Posted in Current Affairs, Marketing | Tagged , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Multichannel retail and price comparison

Posted on July 23, 2012 by

I asked in my last blog about how camera manufacturers are starting to engage with the social web and this led me to some thoughts on the multichannel retail environment that I wanted to share on the blog. One of … Continue reading →

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

How should you engage with customers?

Posted on July 4, 2012 by

The IBM Institute for business value recently found that executives believe 60-65% of customers follow their brand on social media sites because they want to be part of a community – to engage with the brand. However the reality is … Continue reading →

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

Best and Worst Service on the High Street

Posted on May 23, 2012 by

This week, the Consumer’s Association published their latest survey on customer satisfaction in the British High Street. Over 11,000 people were surveyed and asked specifically about their experience in shops in the previous six months. The results are not pretty … Continue reading →

Posted in Current Affairs, Customer Service, Human Resources | Tagged , , , , , , , , , , , , , | 1 Comment