Tag Archives: marketing

Customer service leading from the front

In my last blog I mentioned some of the most interesting approaches to technology that are changing the way companies – and even governments – are structured. Strategies such as cloud computing and app stores are having an effect on … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Strategy | Tagged , , , , , , , | Leave a comment

Customer loyalty is changing

I read a news item on TechRadar recently titled ‘customer loyalty is changing and your marketing plan should be too’ and I was interested in the idea that customer service commentators are now explicitly defining ‘customer loyalty’ and linking this … Continue reading

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

Is every part of your company now customer-centric?

Forbes magazine recently published an interesting focus on marketing recently that explored various examples of customer service from companies such as Apple, Southwest Airlines, and Zappos. The focus of the piece was on marketing and how every good business can … Continue reading

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

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

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

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

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

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

Posted in Contact Centres, Customer Service, Marketing, Outsourcing, Social Media, Uncategorized | Tagged , , , , , , | Leave a comment

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

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