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Blogroll
Monthly Archives: June 2012
Consumers are the driving force
In my last blog I explored the increasing importance of the customer experience, particularly because customers are now also publishers – they can easily tell their friends how good or bad your service is at the push of a button. … Continue reading
Buying a camera – do you question the manufacturers?
Cameras are fairly complex pieces of equipment. Of course we all have a camera built into our telephones now and they are great for snaps, but if you want to study photography or to just have more control over the … Continue reading
Posted in Current Affairs, Customer Service, Marketing
Tagged advice, camera, choice, complex, consumer, customer, digital, film, manual, manufacturer, service, shop, slr, store
2 Comments
Customer Experience is Critical
We know that customer experience is critical. Many factors are changing the way companies operate today, creating a ‘perfect storm’ for those who need to manage how the customer interacts with a brand. There is more global competition Products are … Continue reading
Posted in Contact Centres, Customer Service, Human Resources, Marketing, Outsourcing
Tagged channel, competition, customer, customer service, loyalty, marketing, outsourcing, social media, social network
1 Comment
Two truths and a social lie
I read an interesting article in Forbes last week that asked several questions about social media to top executives, with the intention of seeing whether their views on social networking in the enterprise match with reality. Here is one of … Continue reading
Posted in Current Affairs, Human Resources, Social Media
Tagged collaboration, digital, efficiency, enterprise, facebook, farmville, forbes, google, ibm, interaction, lotus, microsoft, office, productivity, social, social media, social networking, time, waste
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How do you measure your social media health?
There are various influencer engagement tools out there, but many are seeing their reputation taking a battering. Klout is a good example because many have shown how you can game the system and improve your ‘influencer’ score just be being … Continue reading
Posted in Current Affairs, Marketing, Social Media, Technology
Tagged b2b, b2c, coca cola, engagement, influence, interaction, klout, marketing, mashable, sales, social web, spike
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Where next for passwords?
Our entire online life – and beyond – now depends on passwords. You can’t check your email, update your social networks, upload some photographs, or check your bank balance without being harassed for a password. Some people create elaborate lengthy … Continue reading
Posted in Current Affairs, Human Resources, Technology
Tagged apple, authentication, biometric, dongle, eharmonyj, fox, hacker, hacking, id, identity, last.fm, linkedin, password, pirate, retina, scan, scanning, security, sony, twitter
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Company departments are growing closer
I’ve been writing on this blog recently about how social media tools are moving far beyond just customer service alone. There is something new and challenging about a completely transparent channel of communication that is changing the fundamental structure of … Continue reading
Contributing to the UK Economy with Collections
The Credit Services Association (CSA) is the only National Association in the UK for companies active in relation to unpaid credit accounts; debt recovery agencies, tracing and allied professional services. The latest CSA estimates of UK consumer debt, based on … Continue reading
Posted in Current Affairs, Customer Service
Tagged agency, collections, consumer debt, credit, csa, debt, economy, recession, transparency
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Social Media at the London Olympics
Much has been written about London 2012 being the first ever Olympic games where social media will be a significant source of information about the events taking place on and off the track. At Beijing in 2008 there may have … Continue reading
Posted in Current Affairs, Marketing, Social Media
Tagged apple, athlete, backchannel, beijing, broadcast, engagement, euro 2012, facebook, gb, hub, iphone, london, london 2012, olympic, olympic games, olympics, radio, social media, social networking, tv, twitter, uk, usain bolt
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I’m too busy to help you!
I read this interesting blog on words and phrases that this management advisor recommends customer service agents never use. It struck me as simple and useful advice, perhaps something that we just take for granted and yet this tone of … Continue reading
Posted in Contact Centres, Customer Service, Human Resources
Tagged anger, customer, customer experience, customer service, help, language, phrases, positive, sales, words
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