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Tag Archives: customer
The omni-channel demands equal service for all customer service
Back in the day when writing a letter of complaint to a customer service centre was still the best way to get a response, how quickly did you expect to get a reply from the company you reached out to? … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged contact, customer, customer service, email, letter, mail, omni-channel, social media, social networking, tweet, twitter
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Outsourcing has moved on from the days of disaster
Inc.com recently published a story on how to avoid outsourcing disasters. Their very first tip was to never outsource a process that is close to your customers – customer service for example. With Teleperformance offering expertise and serving clients in … Continue reading
Customers are driving innovation in your products
Please welcome Simon Dillsworth to the TP UK blog. Simon is a strategic account director focused on the technology industry. — This blog has mentioned customer service channel shift several times recently. Alistair even went so far as to suggest … Continue reading
Posted in Current Affairs, Customer Service, Marketing, Social Media
Tagged 2013, channel shift, consumer, content, customer, customer service, drug, flickr, innovation, photo, prosumers, research, retail, video, youtube
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Welcome to 2013 – the year of the channel-shift
Happy New Year! I hope you had a fantastic holiday season and are now ready for all that 2013 holds. And what a year it is going to be! Over the past year or so I have focused a lot of … Continue reading
Posted in Contact Centres, Current Affairs, Social Media
Tagged channel, channel shift, customer, customer service, government, multichannel, nielsen, nielson, omnichannel, social media, social networking
1 Comment
How much privacy do customers expect?
Finding a customer has never been easy. It’s even more complicated to predict who will buy, when, and at what price, but there are now more opportunities than ever to understand your customers. Let’s say there is a long weekend … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Technology
Tagged acquisition, call, customer, data, easy, facebook, information, loyalty, online, personal, privacy, social network
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Answering the toughest question from customers
Many people hate speaking in public. There are bookstores filled with guidebooks helping wedding guests learn how to make the perfect speech. In our life at work, making a PowerPoint presentation to colleagues is more likely to be the source … Continue reading
Posted in Careers, Customer Service
Tagged confidence, customer, experience, knowledge, powerpoint, public speaking, question, service, speech
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The dark side of cross-selling to customers
Once the customer service function used to be a drain on company resource. If only a product could be sold and then the customer forgotten then all that money sunk into call centres and answering customer enquiries could be saved. … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Marketing
Tagged agent, buzzword, call centre, cost centre, crossselling, customer, HBR, loss, marketing, profit centre, revenue, trust, upselling
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Shoppers are not spending less, they are spending differently
Last Monday was known as cyber-Monday amongst retailers in the UK and it marks the beginning of the Christmas sales rush, but will the tough economic climate change this traditional boom time for British retailers? In a recent article featured in … Continue reading
Posted in Current Affairs, Customer Service, Technology
Tagged amazon, customer, delivery, experience, high street, john lewis, multichannel, omnichannel, online, retail, service, shop, shoppers, shopping, store, venda
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Are you ignoring your customers?
Which channel do you prefer to use when accessing a company customer service centre? Most of us are familiar with a call to the free phone number or an email address (as I mentioned in my last blog) like customerservice@bigfriendlycompany.com, but … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged backchannel, channel, customer, customer service, email, experience, facebook, radio, social media, tv, twitter
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