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Tag Archives: experience
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
Posted in Careers, Customer Service
Tagged confidence, customer, experience, knowledge, powerpoint, public speaking, question, service, speech
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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
Posted in Current Affairs, Customer Service, Technology
Tagged amazon, customer, delivery, experience, high street, john lewis, multichannel, omnichannel, online, retail, service, shop, shoppers, shopping, store, venda
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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
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged backchannel, channel, customer, customer service, email, experience, facebook, radio, social media, tv, twitter
1 Comment
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
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged consumer, customer, email, experience, financial news, portal, service, shamus kelly, social media, survey, twitter
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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
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged age, customer, customer service, experience, gender, nielson, nm incite, older, silver surfer, social care, social media, us, usa
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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
Posted in Contact Centres, Current Affairs, Customer Service, Human Resources, Social Media
Tagged agent, brand, call centre, channel, customer, customer service, development, engagement, experience, facebook, flexibility, guardian, investment, multichannel, omnichannel, people, retail, service, social media, social network, support, team, tools, training, twitter
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Customers really don’t want to be ignored
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 like customerservice@bigfriendlycompany.com, but a lot of our focus at … Continue reading
Posted in Contact Centres, Customer Service, Marketing
Tagged backchannel, call, care, channel, chat, contact, customer, customer service, email, experience, facebook, ignored, IM, radio, social media, tv, twitter
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How is the customer experience in your local cinema?
When was the last time you visited the cinema? Even if it was recent, did you think much about the process from beginning to end and how the cinema treated you as a customer? Let’s start from the beginning. You … Continue reading
Posted in Current Affairs, Customer Service, Marketing, Social Media
Tagged cinema, customer service, digital, experience, film, google, movie, movies, print, projection, review, sport, theater, theatre
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Customer service world turned upside down
Our social business event in London last Wednesday explored how the enterprise is going social – not just customer service, but marketing, sales, HR, and almost every other aspect of companies today are changing because of social media. And in … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service
Tagged call centre, channeled, controlled, customer, customer service, defined, engagement, experience, marketing, promotion, social media
2 Comments
Making a better connection with mobile customers
Mobile customers have been growing at such as rate that many organisations believe that mobile access will be their primary interface with the customer soon. This is going to change how companies interact with their customers enormously. Take a look … Continue reading
Posted in Customer Service, Marketing, Social Media, Technology
Tagged brazil, cell, customer, experience, IDC, iphone, mobile, online, phone, service, smart, social media, social networking, telephone, usa, web
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