Tag Archives: engagement

Be where your customers are right now

The August bank holiday is gone. Summer is over and now we’re coasting to the end of another year. But for a retailer this is the build up to the golden quarter that most likely began once the last one … Continue reading

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Getting Customer Service right is the strategic future for your business

The customer service function is the most important part of your business today – full stop. With companies like Ford and Jaguar Land Rover now declaring themselves ‘retailers’ first and foremost, this is not just some motivational mantra aimed at … Continue reading

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Is Twitter really so bad for customer service?

Back in April I wrote a blog suggesting that Twitter might not be the effective customer service channel people often believe it to be. Now another new research study published in Information Age magazine appears to have documented similar results. In … Continue reading

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The Voice of the Future in Financial Services

With so much at stake, Teleperformance UK brought together specialists in customer care to discuss how contact centres are changing, and what impact that is having on sales in the financial services sector Significant challenges face banking and insurance firms … Continue reading

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Social customer service is more than just answering Tweets

As new social channels become more accepted and more important it becomes increasingly complex to manage the overall customer experience – or the unified customer experience as the analyst firm Forrester calls it. The digital and social customer channels are … 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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Can social media tools help real-life business relationships?

Those of us working in areas such as sales and business development are always watching how business strategy changes from the front line. Because we can see exactly what customers want to buy, we usually see trends and changes emerging … Continue reading

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