Tag Archives: customer experience

How should brands respond to customers on Twitter?

A Twitter user was fed up of being late for work so he tweeted the train service he used – London Overground – and begged them to improve their punctuality. He claimed that if he was late for work one … Continue reading

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

Consumers say that service getting better

The British Standards Institute (BSI) recently published some new research on attitudes to customer service in the UK and the good news is that people think that service is getting better. In fact the comparison from 2008 to 2013 is … Continue reading

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

Can companies still get away with the bare minimum #custserv?

A fascinating thing about the way customer service is emerging at present is how the marketing function in many companies is either getting closer to or becoming a part of customer service. Brands have finally found that the people who … Continue reading

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

Is #custserv the way to market your business?

The European airline Ryanair recently announced that they have hired Kenny Jacobs from moneysupermarket.com to be their new Chief Marketing Officer.  In itself, this is just another executive appointment, but his remit also includes customer service. Jacobs has been asked … Continue reading

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

How are you creating an attachment to your customers?

These days it can be tough for a business to stand out. Competition is global and customers have high expectations. If your strategy includes the desire to use customer service as a way of standing out from your competitors then … Continue reading

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

Customer experience quotes to inspire you for 2014

Welcome to 2014. It’s a new year and we are going to have some great new content on the blog this coming year. Just to start our commentary for the New Year, here are some quotes about customer service that … Continue reading

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

What’s ahead for B2B in 2014?

Writing in the Retail Customer Experience blog, Mike Wittenstein, recently suggested his five key predictions for customer experience in 2014. One of his points was that the experience of B2B customers will start being influenced by what B2C customers are … Continue reading

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

British people have the highest customer service expectations in Europe

What is the ‘purpose’ of customer support? What would happen if you didn’t offer a support channel to customers? And what do your customers think that the support channel is for? According to new research from Zendesk a shocking number … Continue reading

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

More great customer service views for 2014

We recently issued a call for opinions on customer service in 2014 and some comments are arriving on my Twitter, but I recently noticed this great audio interview online with Stephen Loynd. Stephen is the global program manager for customer … Continue reading

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

And so 2014 is almost with us…

I recently asked you – the blog readers – for your ideas on trends we might see in the industry in 2014. I have seen a few great ideas on Twitter and I’m grateful to everyone who has been sharing … Continue reading

Posted in Contact Centres, Current Affairs, Innovation | Tagged , , , , , , , , , | Leave a comment