Monthly Archives: May 2014

How would you choose a quad-play telco?

The Zon Optimus telco merger has recently resulted in the renamed firm Nos. Nos has decided that the future is in getting customers to add a mobile service to their existing fixed line and TV package. This is quite a … Continue reading

Posted in Current Affairs, Telecoms | Tagged , , , , , , , , , , , | Leave a comment

The retail omnichannel is not easy, but it is possible

Retail Week recently ran some analysis on the way that customers are treated across various channels. As the number of channels customers can use to reach a brand has exploded beyond just voice and email alone brands have had to … Continue reading

Posted in Current Affairs, Customer Service, Innovation, Social Media | Tagged , , , , , , , | Leave a comment

When brands take social complaints seriously

Sometimes the power of social media is demonstrated in a very powerful way when a customer complains. But the real story is often in the way that brands engage with their customers. Sometimes a negative can even be turned into … Continue reading

Posted in Current Affairs, Customer Service, Retail | Tagged , , , , , , , | 1 Comment

Are you answering #custserv texts on Whatsapp?

The business magazine Forbes recently published research undertaken by the Pew Centre in the USA that indicates American retailers are seeing a shift towards SMS text messaging by customers seeking support. This strikes me as odd. One look at the … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Innovation, Social Media | Tagged , , , , , , , , | Leave a comment

One of the best hotels in the world is in Llandudno

As customer service becomes more complex and spans so many channels it often appears that the only way any organisation can succeed is by spending a lot of money. But without the right attitude to service, even an enormous investment … Continue reading

Posted in Current Affairs, Customer Service, Travel | Tagged , , , , , , , , , , , | Leave a comment

Are we witnessing the demise of the Telco?

The FT recently reported that AT&T is circling around DirecTV, the largest satellite-TV provider in the USA. It’s a potentially enormous deal of around $50bn that analysts predict might shake up the pay-TV market in the States, but why would … Continue reading

Posted in Current Affairs, Customer Service, Telecoms | Tagged , , , , , , , , , , , , | Leave a comment

Retail customers really hate to be kept waiting

Last week, Essential Retail Magazine featured an interview with the Customer Service Director of SpecSavers, Jill Clark. Much of the interview was used to explore how SpecSavers solicits customer feedback and they can act on this information, but there were … Continue reading

Posted in Current Affairs, Customer Service, Innovation, Retail, Social Media, Technology | Tagged , , , , , , , , , , | Leave a comment

Customers are organising their own complaint forums

Last Friday The Daily Telegraph splashed a consumer story about mobile telephone users and their problems across their personal finance pages. The story focused in particular on EE, with example after example of bill errors and other bungled service. Regardless … Continue reading

Posted in Current Affairs, Customer Service, Telecoms | Tagged , , , , , , , , , | Leave a comment

Are customers switching their energy supplier for better service?

The ‘Big Six’ energy companies have long dominated the market in the UK even though it has been possible for customers to easily switch supplier for over a decade. These six providers – British Gas, E.On, EDF, Scottish Power, SSE … Continue reading

Posted in Current Affairs, Customer Service, Utilities | Tagged , , , , , , | Leave a comment

Can great service at John Lewis fight the ‘showrooming’ trend?

John Lewis has been voted the UK’s best retailer in terms of customer service for another year, as well as the leading electricals retailer according to Verdict Research. The Verdict Customer Satisfaction Awards survey showed that John Lewis obtained scores … Continue reading

Posted in Customer Service, Innovation, Retail | Tagged , , , , , , , | Leave a comment