Tag Archives: marketing

Is #custserv the way to market your business?

The European airline Ryanair recently announced that they have hired Kenny Jacobs from moneysupermarket.com to be their new Chief Marketing Officer.  In itself, this is just another executive appointment, but his remit also includes customer service. Jacobs has been asked … Continue reading

Posted in Careers, Current Affairs, Customer Service | Tagged , , , , , , , | Leave a comment

Content marketing – a book’s worth of blogs!

We started this blog about two and a half years ago. It was aimed at giving our team a way of talking about their expertise, so we could create some online discussion based on the blog topics. Now we have … Continue reading

Posted in Current Affairs, Marketing, Social Media | Tagged , , , , , | Leave a comment

Next on top for retail customer service

New research from IMGROUP has named retail chain Next as the best UK high street retailer for their use of social media beating other companies such as Argos, John Lewis, and M&S. Next managed to respond to 92% of enquires … Continue reading

Posted in Current Affairs, Customer Service, Innovation, Marketing, Retail, Social Media | Tagged , , , , , , , , , , , , , | Leave a comment

Social Media in customer service isn’t just an opportunity – it’s happening already!

Call Centre Helper recently ran a story asking the question ‘What happened to multichannel customer service?’ The article focuses on the disconnect between support channels that many customers experience when seeking help or making a complaint. And the central argument … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Marketing, Social Media | Tagged , , , , , , , , , , , | Leave a comment

Creating Communities that care

Your customers have always talked about your products. They talked to their friends. They talked to the guy serving drinks in the pub. They talked to casual acquaintances on the bus. Talking about things they have bought – good or … Continue reading

Posted in Current Affairs, Customer Service, Marketing, Social Media | Tagged , , , , , , , | Leave a comment

Marketing leaders know how to follow well

It has always been assumed that a business-to-consumer organisation – one that sells products to a large group of customers – is very different to a business-to-business organisation – one that sells only to other companies. The separation in the … Continue reading

Posted in Customer Service, Marketing, Social Media | Tagged , , , , , , | 1 Comment

Customer reviews are now vital for success

I stayed in a hotel recently where the owner proudly featured a sticker on the door saying that it was rated the number 1 hotel in that town on Tripadvisor. I asked the manager if review websites like Tripadvisor are … Continue reading

Posted in Current Affairs, Customer Service, Marketing | Tagged , , , , , , , , , | Leave a comment

How did we promote a business before social media?

Social media is fast moving. What works today might not work tomorrow because trends shift so fast and new systems become available on a regular basis. Who can remember how popular Bebo used to be in Europe? Or Orkut in … Continue reading

Posted in Current Affairs, Marketing, Social Media | Tagged , , , , , , , , , , | Leave a comment

Are social media gurus the real experts in social media?

I read this recent feature in PR Daily on the seven different types of social media specialist and my heart sank a little. Yes, it is focused on communication and marketing specialists, but fails to observe that there are also … Continue reading

Posted in Current Affairs, Customer Service, Social Media | Tagged , , , , , , , , , , , , | Leave a comment

How much has India changed in 7 years? A lot..!

In the past week I’ve been visiting our facilities in Delhi and Jaipur and I have been really impressed by the way our team in India is working. I don’t mean in a typical sales pitch type way that our … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Human Resources | Tagged , , , , , , , , | 2 Comments