Tag Archives: customer

The Customer Is A Knave!

The customer is no longer king, the customer is a knave! With a multi-channel mind set, mobile tech and (brand) attention span of a goldfish, the concept of earning customer ‘loyalty’ today is arguably as old hat as ‘posting’ holiday … Continue reading

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Customer service comes first in companies today

With customer service now open and visible on social channels many marketing directors are taking a close interest in how their brand is being represented online – marketing chiefs are now stepping in to manage many customer service departments. This … Continue reading

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Trust your team to make the right decisions over customer policy

I saw an interesting blog on the New York Times recently about the challenges of enforcing defined customer service policies. The blog explored some of the challenges airline gate staff have when asking customers about the size of their carry-on … Continue reading

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Recommendation means more than advertising

What is the best kind of adverts for any product or service? Despite years of advertisers telling us that the best products are the ones endorsed by celebrities, we all know that when a friend of family member gives a … Continue reading

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Is telco customer satisfaction plummeting?

Is customer satisfaction plummeting at present? New research from research specialists GfK published by Marketing Week suggests that it is, and in particular it is the financial, retail, and telecom sectors that are doing offering the worst service to their … Continue reading

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Great #custserv where it is least expected

The customer service feedback pages in most newspapers are littered with horror stories about poor service and disasters where unsuspecting customers hand over their money and fail to receive the service they expected. What a pleasant surprise then to read about … Continue reading

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Satisfied customers are loyal customers.

Be honest now. How many loyalty cards have you got? I know that I have too many to carry around in my wallet. If I tried then my wallet would look like one of those comedy wallets with about 30 … Continue reading

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Getting it right first time just became more important than ever

First Call Resolution has always been a bit of a mantra in the customer service industry. Analysis of when customers contact a company show that if the problem can be resolved on that very first contact it is better for … Continue reading

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Would you allow a utility to control the energy use in your own home?

In my last blog I mentioned the challenges or rolling out smart meters across the UK and how there is a growing sense of concern amongst some consumers about issues related to privacy. I was therefore interested to see the … Continue reading

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New Ofcom regulation on pricing takes effect

Just over a week ago, the UK telecoms regulator Ofcom changed the regulation around fixed contracts with telcos to protect consumers from price changes being applied after a contract is signed. Many customers have complained that the contract they believed … Continue reading

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