Tag Archives: experience

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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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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Where is the omnichannel today?

I have talked often about the omnichannel on this blog. In fact, at the beginning of the year I was talking about how it will be one of the defining trends of 2013. I still believe that this is true, … Continue reading

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The six quickest ways to lose your customers

We have mentioned on this blog that it costs far more to gain a new customer than to just retain an existing one. In fact, according to this article the difference in cost to your organisation is that it is … Continue reading

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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

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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

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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

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UK consumers prefer email to social media for customer service

Financial News magazine recently published some very interesting statistics focused on the channel consumers prefer to use to interact with brands. Customer service technology consultancy Portal asked 500 UK consumers how they prefer to interact with a brand and email … Continue reading

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More than half of US consumers are using social customer care

I recently found a research paper online focused on the state of social customer care. Published by NM Incite, the analysis explores a full range of issues raised by social customer service – or ‘social care’ as the report puts … Continue reading

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How do you define great customer service?

What is great customer service in a multichannel environment? It should certainly involve social media, but there are some more fundamental rules than just answering customer comments on Twitter. The Guardian recently explored the five key attributes of great service … Continue reading

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