Tag Archives: customer

Look beyond your peers when comparing #custserv levels

As the work of a customer service team has become more transparent and visible, the importance of their work has become more obviously valued. Now that the customer service team is so clearly the link between most brand names and … 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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When will quad-play take off in the UK?

Telecoms Tech News magazine published an interesting article recently on whether quad-play could take off in the UK. Quad-play describes the bundling of various services that telcos typically offer – allowing customers to buy their TV, Internet, home phone, and … Continue reading

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What are the three key trends in the customer service industry today?

In my last blog I talked about the need for any executive planning a customer service function to explore the future. This is a fast-changing industry now and who could have predicted a decade ago that customers would be receiving … Continue reading

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How finely-tuned is your customer service?

We have all seen the customer service revolution that has empowered the customer with new ways to dictate the way they choose to communicate with the organisations they are patrons of but some industries have embraced the revolution whilst others … 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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Multichannel customer service isn’t innovation; it’s simply what customers expect today

How many blogs or articles have been written recently that talk about multichannel customer service as if it is the next big thing? Really? It’s not what the board should be talking about in strategy meetings that are designing a … Continue reading

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