Monthly Archives: January 2014

What is the road ahead for retail in 2014?

Posted on January 29, 2014 by darrenwakeling

At the end of 2013, The Guardian published the thoughts of a panel of thinkers and experts on where retail will go in 2014. You can read the full article here, but I’d like to pick out a few of … Continue reading →

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Can companies still get away with the bare minimum #custserv?

Posted on January 28, 2014 by Julia Gibbs

A fascinating thing about the way customer service is emerging at present is how the marketing function in many companies is either getting closer to or becoming a part of customer service. Brands have finally found that the people who … Continue reading →

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Is #custserv the way to market your business?

Posted on January 24, 2014 by Julia Gibbs

The European airline Ryanair recently announced that they have hired Kenny Jacobs from moneysupermarket.com to be their new Chief Marketing Officer.  In itself, this is just another executive appointment, but his remit also includes customer service. Jacobs has been asked … Continue reading →

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How can you recover from a #custserv disaster?

Posted on January 23, 2014 by Matt Sims

Writing in Forbes, customer service expert Micah Solomon has produced a simple four-step plan for recovering from customer service disasters. Every company has been there – a customer complaint whether justified or unjustified ends up creating a big argument with … Continue reading →

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How are you creating an attachment to your customers?

Posted on January 22, 2014 by Matt Sims

These days it can be tough for a business to stand out. Competition is global and customers have high expectations. If your strategy includes the desire to use customer service as a way of standing out from your competitors then … Continue reading →

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Call volumes down, social #custserv up

Posted on January 15, 2014 by Matt Sims

Many in the customer service industry have talked of a multichannel environment for service where social media and other new channels start taking the place of the traditional call to a voice-based contact centre. Many have even predicted that non-voice … Continue reading →

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You must be able to answer these two #custserv questions

Posted on January 14, 2014 by Matt Sims

Shep Hyken’s blog is always full of great advice on customer service and experience and one of his recent posts featured a great two step lesson in introspection for brands that want to improve their customer experience. He advised asking … Continue reading →

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Three #custserv lessons from the restaurant business

Posted on January 13, 2014 by Julia Gibbs

This blog on the Open Forum features a really interesting three-point guideline to customer experience based on the restaurant industry. The food and restaurant business is a good place to look for advice in customer service because it is an … Continue reading →

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Customer experience quotes to inspire you for 2014

Posted on January 10, 2014 by Julia Gibbs

Welcome to 2014. It’s a new year and we are going to have some great new content on the blog this coming year. Just to start our commentary for the New Year, here are some quotes about customer service that … Continue reading →

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What’s ahead for B2B in 2014?

Posted on January 9, 2014 by Matt Sims

Writing in the Retail Customer Experience blog, Mike Wittenstein, recently suggested his five key predictions for customer experience in 2014. One of his points was that the experience of B2B customers will start being influenced by what B2C customers are … Continue reading →

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