Tag Archives: customer

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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Call volumes down, social #custserv up

Many in the customer service industry have talked of a multichannel environment for service where social media and other new channels start taking the place of the traditional call to a voice-based contact centre. Many have even predicted that non-voice … Continue reading

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You must be able to answer these two #custserv questions

Shep Hyken’s blog is always full of great advice on customer service and experience and one of his recent posts featured a great two step lesson in introspection for brands that want to improve their customer experience. He advised asking … Continue reading

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Managing your reputation and creating a brand

Does your company have a reputation for great service? In the US the benchmark most business magazines comment on is online shoe and clothing store Zappos – which used to be an independent company, but is now a division of … Continue reading

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How to improve customer satisfaction

Keep the customer happy, the customer is always right… these mantras are well worn in the customer service business and mostly they are right, although the customer is certainly not always right. But I liked a recent feature in Call … Continue reading

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Engaging with customers using social media

A recent post on the blog by Alistair has caused some considerable discussion online and with my colleagues and friends in the industry. Alistair explored some data published by the Economist Intelligence Unit that suggested within three years the primary … Continue reading

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