Tag Archives: engagement

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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Listening to the voice of the customer

The Internet is full of good and bad examples of customer service. Many people make a living just documenting all these case studies, but one recent example that went viral caught my attention. When a customer used a chat session … Continue reading

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It’s Social Media Week 2013 #SMW13

This is social media week 2013, otherwise known as #SMW13 to those talking about it on Twitter. 10 cities around the world will be taking part, including London in the UK. Social media week is all about connecting people and … Continue reading

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Wrong time, wrong place… would you ignore Mozart?

A few years ago the master violinist Joshua Bell took his violin into a busy Washington DC metro station and started playing. The busy commuters bustled past this supreme artist hurrying to get to where they were going. Almost nobody … Continue reading

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The canary in the social coal mine

Customer feedback is the oxygen for any social enterprise, but there is a problem for all companies. It has never been easier to find feedback online, but it has never been harder to make sense of all the data swilling … Continue reading

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Customer service should promote customer loyalty

It costs far more to obtain new customers than to just keep your existing customers happy and loyal. This is one of the maxims every business school student learns and yet we see so often that this not true on … Continue reading

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