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Tag Archives: multichannel
Welcome to 2013 – the year of the channel-shift
Happy New Year! I hope you had a fantastic holiday season and are now ready for all that 2013 holds. And what a year it is going to be! Over the past year or so I have focused a lot of … Continue reading
Posted in Contact Centres, Current Affairs, Social Media
Tagged channel, channel shift, customer, customer service, government, multichannel, nielsen, nielson, omnichannel, social media, social networking
1 Comment
Shoppers are not spending less, they are spending differently
Last Monday was known as cyber-Monday amongst retailers in the UK and it marks the beginning of the Christmas sales rush, but will the tough economic climate change this traditional boom time for British retailers? In a recent article featured in … Continue reading
Posted in Current Affairs, Customer Service, Technology
Tagged amazon, customer, delivery, experience, high street, john lewis, multichannel, omnichannel, online, retail, service, shop, shoppers, shopping, store, venda
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Black Friday retail sales in the US: bricks v clicks
Last Friday was Black Friday in the USA. This is the traditional start to the Christmas shopping season, always immediately after the Thanksgiving holiday and featuring absolute pandemonium in stores across the country. The origin of Black Friday is somewhat … Continue reading
Posted in Current Affairs, Customer Service, Marketing
Tagged amazon, apple, black friday, boxing day, christmas, deal, discount, ibm, multichannel, omnichannel, retail, sales, thanksgiving, usa
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How do you define great customer service?
What is great customer service in a multichannel environment? It should certainly involve social media, but there are some more fundamental rules than just answering customer comments on Twitter. The Guardian recently explored the five key attributes of great service … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Human Resources, Social Media
Tagged agent, brand, call centre, channel, customer, customer service, development, engagement, experience, facebook, flexibility, guardian, investment, multichannel, omnichannel, people, retail, service, social media, social network, support, team, tools, training, twitter
2 Comments
Defining great online customer service
The latest customer service index from Brandwatch was published recently and it includes some interesting observations on what really defines great customer service – especially for online retailers. John Lewis was the runaway winner for the second year running, with … Continue reading
Posted in Current Affairs, Customer Service, Social Media
Tagged b&q, brandwatch, customer, customer experience, customer service, engagement, john lewis, multichannel, omnichannel, research, retail, social media, social network, survey, twitter, waitrose
1 Comment
Has M&S seen the future of retail in Ellesmere Port?
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
Posted in Current Affairs, Customer Service, Technology
Tagged channel, ellesmere port, home delivery, internet, ipad, M&S, marble arch, marks and spencer, multichannel, price comparison, retail, shop, store, uk, wifi
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Is Retail Broken?
A new Teleperformance blogger Peter Champion joins the online debate… Peter is Sales Director at TP and you can reach him here… The Oxford Institute of Retail Management at Said Business School recently announced the launch of an 18-month study into the … Continue reading
Multichannel retail and price comparison
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
Posted in Current Affairs, Customer Service, Social Media
Tagged brand, camera, internet, lens, multichannel, omnichannel, price comparison, retail, slr, social web, web, website
1 Comment
Customer experience is the future of retail
Do you remember the dot com boom of the nineties? Unfortunately I am old enough to remember it clearly – I’m still shocked when I see graduates entering the company who were born in the nineties so this all seems … Continue reading
Posted in Current Affairs, Customer Service
Tagged amazon, bookstore, bubble, coom, customer experience, customer service, dot com, high street, multichannel, nineties, online, recommendation, retail, review, shopping
2 Comments
What is the retail omni-channel?
I saw an interesting news story this week in the New York Times on a retailer in the US that is refusing to stock the Amazon Kindle. The reason? Because customers are coming into stores, asking questions about the Kindle, … Continue reading
Posted in Current Affairs, Customer Service, Marketing, Technology
Tagged amazon, customer, department store, kindle, multichannel, new york times, omnichannel, premium, price comparison, retail, service, value
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