Tag Archives: facebook

What are the three key trends in the customer service industry today?

In my last blog I talked about the need for any executive planning a customer service function to explore the future. This is a fast-changing industry now and who could have predicted a decade ago that customers would be receiving … Continue reading

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Multichannel customer service isn’t innovation; it’s simply what customers expect today

How many blogs or articles have been written recently that talk about multichannel customer service as if it is the next big thing? Really? It’s not what the board should be talking about in strategy meetings that are designing a … Continue reading

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Communication is changing customer service today

What is the customer service industry focused on today? In the past decade – maybe even just the last half a decade – the industry has changed dramatically, but the core focus remains the pursuit of an improved customer experience. … Continue reading

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Will Oculus Rift change the social web forever?

Facebook has been on something of a spending spree recently. Not content with their $1bn purchase of photo sharing app they recently spent $19bn on the messaging service WhatsApp and, even more recently, $2bn on the Virtual Reality firm Oculus … Continue reading

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How can virtual shopping work in real life?

I have often pondered what the retailer of the future may look like. The current struggle for most is to create an omnichannel where the online environment blends with the high street – allowing the ease of online retail with … Continue reading

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Are people really worried about protecting their personal data?

A recent article on the Engage Customer blog described new research by Mintel that found how consumers of all ages are concerned about data privacy online, but younger Millennial consumers are over-sharing data far more than their Baby Boomer parents. … Continue reading

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Are customers moving to mobiles for #custserv?

Earlier this year, Kate Leggett from Forrester published her top ten predications for customer service in 2014. One of them was particularly interesting to me: Trend 2: Customer Service Will Adopt a Mobile-First Mindset Customer service mobile applications remain nascent as … Continue reading

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Should you be exploring Whatsapp for #custserv?

So now your multichannel customer service strategy allows customers to tweet, to post messages on Facebook, as well as calling or emailing. What could possibly be next? How about supporting Whatsapp? Before you reply that this is just a text … 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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Social Customer Service is redefining #custexp

Martin Hill-Wilson’s and Carolyn Wilsons new book ‘Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation’ sounds fascinating. It is entirely focused on how to work with customers in an age … Continue reading

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