Monthly Archives: June 2013

A focus on your customers – and art

Posted on June 28, 2013 by Matt Sims

I wrote a recent blog about literature and business, so why not art today? An article recently published in Fast Company features the CEO of Ford, Alan Mulally, describing how the inspiration for Ford’s success over the past few years … Continue reading →

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An award for TP with Google in Europe

Posted on June 27, 2013 by Matt Sims

We recently won the prestigious Netherlands National Contact Center Association (NCCA), Best Partner Award for our work with Google for small and medium business customers. Awards are always great to win, but this is a particularly satisfying one to win … Continue reading →

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Turning a mediocre customer experience into something fantastic

Posted on June 24, 2013 by Julia Gibbs

Good or great service may be OK for some companies, but the general view on most customer service is that it’s just mediocre. It works. But the only way to achieve truly memorable service that drives customers to return to … Continue reading →

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Marketing leaders know how to follow well

Posted on June 19, 2013 by Julia Gibbs

It has always been assumed that a business-to-consumer organisation – one that sells products to a large group of customers – is very different to a business-to-business organisation – one that sells only to other companies. The separation in the … Continue reading →

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Thank you from the Caledonian Challenge!

Posted on June 18, 2013 by Matt Sims

Last weekend the Teleperformance UK executive team managed to finish the Caledonian Challenge hike in Scotland. It was a really tough hike of 54 miles (86km) that had to be completed within 24 hours. We were raising money for the Foundation … Continue reading →

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Reading real books for business

Posted on June 18, 2013 by Matt Sims

Any manager today knows the problem. You want to keep improving your skills and learning more about sales, marketing, or management – all the things a modern manager needs – and the management book section is always heaving with new … Continue reading →

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What’s driving digital engagement?

Posted on June 12, 2013 by Andy McDonald

The digital marketplace should be maturing by now. Consumers have been online since the mid-nineties and using social media since the mid-noughties, but it appears that many brands still don’t understand the kind of online experience their customer expects. This … Continue reading →

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Customer reviews are now vital for success

Posted on June 11, 2013 by Julia Gibbs

I stayed in a hotel recently where the owner proudly featured a sticker on the door saying that it was rated the number 1 hotel in that town on Tripadvisor. I asked the manager if review websites like Tripadvisor are … Continue reading →

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Where does the customer experience begin and end?

Posted on June 10, 2013 by Matt Sims

Once upon a time, customer service was a post-sales function. The sales team sold a product and customer service would follow up, answering queries or handling complaints. This was a simple world, but consider how different life is today. Let’s … Continue reading →

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The social challenge for brands

Posted on June 5, 2013 by Julia Gibbs

We have often talked about the opportunities for brands to use social media to enhance their customer service, but when does the data deluge actually make it a challenge to keep up with all this information? This excellent blog post … Continue reading →

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