Monthly Archives: June 2013

Customer reviews are now vital for success

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?

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

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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What makes a great in-store customer experience?

Our blog has talked a lot about the omni-channel this year. This is one of the biggest changes taking place to the customer service industry at present so that is no surprise, but it’s interesting to see a few reminders … Continue reading

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How do you know what your customer wants?

Managers are endlessly reminded that they need to deliver what the customer wants and in these socially connected times it should be easier than ever to determine exactly what they do want. But still they get it wrong. What are … Continue reading

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