Tag Archives: marketing

Getting Customer Service right is the strategic future for your business

The customer service function is the most important part of your business today – full stop. With companies like Ford and Jaguar Land Rover now declaring themselves ‘retailers’ first and foremost, this is not just some motivational mantra aimed at … Continue reading

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Customers really are engaging with brands on Twitter

The Mobile Marketing Watch blog published an interesting statistic about the customer use of Twitter recently. Based on more than one billion tweets – that were addressed to companies – researchers found that 76% of them were neutral, 17.6% were … Continue reading

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The Customer Is A Knave!

The customer is no longer king, the customer is a knave! With a multi-channel mind set, mobile tech and (brand) attention span of a goldfish, the concept of earning customer ‘loyalty’ today is arguably as old hat as ‘posting’ holiday … Continue reading

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Customer service comes first in companies today

With customer service now open and visible on social channels many marketing directors are taking a close interest in how their brand is being represented online – marketing chiefs are now stepping in to manage many customer service departments. This … Continue reading

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Recommendation means more than advertising

What is the best kind of adverts for any product or service? Despite years of advertisers telling us that the best products are the ones endorsed by celebrities, we all know that when a friend of family member gives a … Continue reading

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Is your marketing team managing customer service?

Marketing Week recently carried a major feature exploring how marketing professionals should be taking control of the customer service function in their company. The article was quoting research undertaken by Deloitte and Salesforce where 228 global marketing heads were questioned … Continue reading

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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

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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

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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

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