Tag Archives: internet

Optimising Customer Experience in the Digital Era: Ipsos Mori

Posted on March 21, 2013 by

Last week Teleperformance UK hosted another event focused on exploring the way the entire customer service industry is changing. Titled ‘Optimising Customer Experience in the Digital Era’ the event analysed channel shift in the modern customer service environment.  Ben Page … Continue reading →

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Smartphone units to go past a billion in 2013

Posted on January 10, 2013 by

Welcome to 2013. There is an enormous amount of change ahead of us this year in the world of customer service and I’m particularly interested in the innovation we can expect to see. Social media has been a strong focus … Continue reading →

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The mobile world is maturing fast

Posted on January 7, 2013 by

Smartphone sales are predicted to top the one billion mark this year – the phone has morphed from a device we use for making calls into a fully functioning computer in our pocket. And now that so many consumers are … Continue reading →

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2013: all about video and mobile?

Posted on December 4, 2012 by

I saw this blog focused on social media marketing resolutions we should all make for 2013 and it intrigued me in two quite different ways. First on the way I disagree. The author suggests that anyone watching his or her … Continue reading →

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Yet More Evidence to Prove that Service is King

Posted on August 30, 2012 by

It’s not all about price  - one bad experience is enough to drive customer defection! New research from ISPreview.co.uk has shown that 63.6 per cent of customers would never return to a broadband provider they had experienced problems with. That’s … Continue reading →

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Has M&S seen the future of retail in Ellesmere Port?

Posted on August 30, 2012 by

Marks and Spencer has unveiled how they see the future of retail by unveiling their new store in Ellesmere Port. It’s their largest store in the UK after the flagship Marble Arch branch in London, but what is really interesting … Continue reading →

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Video is killing the radio star

Posted on July 23, 2012 by

Video is set to explode across the Internet – in more ways than one. And not just because video-blogging and citizen news is filling tool like YouTube with more content than ever – device convergence is changing how we use … Continue reading →

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Multichannel retail and price comparison

Posted on July 23, 2012 by

I asked in my last blog about how camera manufacturers are starting to engage with the social web and this led me to some thoughts on the multichannel retail environment that I wanted to share on the blog. One of … Continue reading →

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Will camera manufacturers embrace the social web?

Posted on July 13, 2012 by

I asked a question in my recent blog about how people interact with camera manufacturers when choosing a new piece of equipment. It led to a few interesting comments on Twitter about how people use social networks to source information, … Continue reading →

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Customers changing medium with the same expectations

Posted on February 16, 2012 by

The Canadian academic and communication theorist Marshall McLuhan once said, “The medium is the message.” His work predated the Internet, but he famously predicted many of the ideas around consumers eventually being part of a global village that we now … Continue reading →

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