Tag Archives: customer experience

There is no such thing as bad publicity – except when it’s your customer experience

Oscar Wilde famously once said: “There is only one thing in life worse than being talked about, and that is not being talked about.” The implication was that being in the spotlight is always a good thing, no matter what … Continue reading

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Customer loyalty is changing

I read a news item on TechRadar recently titled ‘customer loyalty is changing and your marketing plan should be too’ and I was interested in the idea that customer service commentators are now explicitly defining ‘customer loyalty’ and linking this … Continue reading

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Celebrating Customer Service Week

Last week was International Customer Service Week, an event started by the International Customer Service Association back in 1984 – thirty years ago! This week was originally created as a way to recognise and reward the people and companies that … Continue reading

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Which kind of business do you think Ford is in?

What kind of business do you think that the Ford Motor Company is involved in? Perhaps the easy answer is in the name – they manufacture and sell motor vehicles. Wrong. Some people may still consider Ford to be a … Continue reading

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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

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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

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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

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