Tag Archives: sales

How can tech help improve #custserv?

Tech Week Europe magazine recently listed six ways that technology can improve the customer experience. Now my first thought when I saw this was ‘only six’, but then it’s true that people are only just starting to notice how important … Continue reading

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Time to stop talking about call centres

Is it finally time to stop talking about ‘call centres’? Even the broader term ‘contact centre’ fails to acknowledge the strategic role that customer service teams now occupy. But how should we start referring to call centres instead? Perhaps the … Continue reading

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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

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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

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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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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

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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

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