Monthly Archives: January 2014

What is the road ahead for retail in 2014?

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?

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?

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?

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?

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

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

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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