Monthly Archives: August 2011

Cross selling in a digital age

Posted on August 30, 2011 by Alistair Niederer

The last time I visited a post office in London to buy some stamps, the counter clerk asked me if I was interested in some foreign currency, and home insurance. This attempt to upsell various products I had not asked … Continue reading →

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When will Facebook Places become essential?

Posted on August 29, 2011 by Julia Gibbs

I’ve been exploring Facebook Places recently. Not just because it’s one of the latest big online tools and predicted to become the hottest thing since sliced toast, but because I want to really see and understand how it might change … Continue reading →

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Firth in debt: Collecting collections

Posted on August 26, 2011 by Mark Firth

I’m head of sales for the Teleperformance collections business and people outside the industry often ask me what ‘collections’ really means. I tell them that we collect debt on behalf of clients who are either struggling or just don’t have … Continue reading →

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C2C: Customers can help each other

Posted on August 24, 2011 by Alistair Niederer

Everyone in the service sector knows about the acronyms B2C and B2B – business-to-customer and business-to-business. It describes the nature of a business; are they marketing goods or services to end consumers – like a retailer – or to other … Continue reading →

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Social customer service

Posted on August 23, 2011 by Alistair Niederer

Many firms have started working with the various online social networks, in a bid to interact directly with customers and particularly to engage with dissatisfied customers. We have all seen the firestorms that can be created on a network like … Continue reading →

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Banking crisis will create a new High Street

Posted on August 22, 2011 by Julia Gibbs

As the banking crisis loomed in 2007, lines formed outside branches of the Northern Rock bank. This run on the bank exacerbated the perilous state of the Rock’s cash flow crisis. Ultimately, the British government stepped in to prevent a … Continue reading →

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Thinking of the future

Posted on August 19, 2011 by Jackie Lowe

Pensions have been back in the news again recently. At the end of June several public sector unions coordinated their industrial action on a single day to emphasise their members’ disagreement with government plans to make people work longer and … Continue reading →

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Ecommerce – it’s tough at the top

Posted on August 18, 2011 by Julia Gibbs

It’s a tough job being an eCommerce Head these days. More and more shoppers are choosing the online channel because of convenience, advancement of online offerings by retailers – and cost, getting to the high street and parking is expensive! … Continue reading →

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Social media and the shops

Posted on August 15, 2011 by Julia Gibbs

Twitter has become the tool of choice for many professionals to air grievances about the service they receive from retailers, utilities, banks, and telecoms firms. Consumers using Twitter – and similar social tools – are vocal in their use of … Continue reading →

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Customer insight or information overload?

Posted on August 12, 2011 by Roy Thomas

How do companies use customer insight once its’ been captured? There is a lot of valuable information available through voice analytics and social media, how do you use it all effectively and do you use it to make business decisions? … Continue reading →

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