Monthly Archives: July 2013

The canary in the social coal mine

Customer feedback is the oxygen for any social enterprise, but there is a problem for all companies. It has never been easier to find feedback online, but it has never been harder to make sense of all the data swilling … Continue reading

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Serving Millennials – what’s different about younger consumers?

The rise of the social customer has long been a stereotype that plays into the image of the elderly customer who longs for personal service as the young customer taps away at a phone, seeking information online when a store … Continue reading

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Banks are lending less as payday loans are getting easier

This blog is by Frank Hammerton, the Business Development Director of Teleperformance Collections. The Archbishop of Canterbury recently caused a stir in the British press because he pledged to ‘out-compete’ the payday loan company Wonga. The Church of England isn’t … Continue reading

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Customer service should promote customer loyalty

It costs far more to obtain new customers than to just keep your existing customers happy and loyal. This is one of the maxims every business school student learns and yet we see so often that this not true on … Continue reading

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Technology is changing the collections business

This blog is by Frank Hammerton, the Business Development Director of Teleperformance Collections. Credit and collections are changing fast. Companies expect to be able to reach their creditors in many different ways today – communications have changed far beyond the … Continue reading

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Compliance: at the heart of everything

This blog is by Frank Hammerton, the Business Development Director of Teleperformance Collections. The collections business is changing and fairness is at the heart of new regulations that will shake up the industry. This is all linked to the demise … Continue reading

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Retailers are lagging on their social response

New data from the US shows that more than half of retailers there are now using social networks as a communication channel – customer service really has gone social. But digging down into the numbers, it seems that not everyone … Continue reading

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