Tag Archives: sales

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

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

Can social media tools help real-life business relationships?

Those of us working in areas such as sales and business development are always watching how business strategy changes from the front line. Because we can see exactly what customers want to buy, we usually see trends and changes emerging … Continue reading

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

Customer service or customer experience?

In a 2005 issue of the Harvard Management Update, James Allen, Barney Hamilton and Frederick F. Reichheld published the result of research by Bain & Company that said: Eighty per cent of companies believe they deliver a superior customer experience, while … Continue reading

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

Wrong time, wrong place… would you ignore Mozart?

A few years ago the master violinist Joshua Bell took his violin into a busy Washington DC metro station and started playing. The busy commuters bustled past this supreme artist hurrying to get to where they were going. Almost nobody … Continue reading

Posted in Careers, Contact Centres, Current Affairs, Human Resources | Tagged , , , , , , , , , , , , , , , | Leave a comment

Leading customers to the solution they want

As a process, selling has not changed very much despite modern technology and advertising changing enormously in the past few years. Customers don’t like being sold to. Do you ever enjoy it when a brand forces their advertising or product … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service | 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