Tag Archives: customer service

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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Crossing the chasm – from small to global

The path to global domination has changed. Small companies can grow to become medium just by doing a bit more of whatever they do – selling products or services and scaling up to increase the size of the operation. But … Continue reading

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The future of customer service is already with us today

The social media analysis company Hootsuite has just released a new white paper focused on the future of customer service. You can download a copy here. As you might expect, it’s packed full of statistics, but I want to pull … 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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Are you ignoring those silent, dissatisfied customers?

The business magazine Forbes recently featured an article that suggests only 25% of dissatisfied customers let companies know that they are unhappy with a product or service received. The vast majority of customers stay silent and just never return to … Continue reading

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Ofgem warns UK energy companies to improve customer service – or else…

The UK energy regulator, Ofgem, has described the customer service offered by the Big Six energy companies in the UK as ‘frankly awful’. This verdict was reached as the results of a national survey of energy companies was concluded – … Continue reading

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