Monthly Archives: July 2014

Putting the ‘app’ into ‘happy’ – technology will provide a great leap forward for customer service

In my last blog I talked about the need for customer service executives to get a grip over the multichannel world that is already with us. The problem is, that even if they do start managing every known channel, the … Continue reading

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Multichannel customer service isn’t innovation; it’s simply what customers expect today

How many blogs or articles have been written recently that talk about multichannel customer service as if it is the next big thing? Really? It’s not what the board should be talking about in strategy meetings that are designing a … Continue reading

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All I Want For Christmas is Full-On-Sourcing!

Its July 25th and I’m wondering when a particular member of my family will drop me her annual SMS letting me know she’s started her Christmas shopping! I have diligently refused for many years now to rush my life away … Continue reading

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Customers really are engaging with brands on Twitter

The Mobile Marketing Watch blog published an interesting statistic about the customer use of Twitter recently. Based on more than one billion tweets – that were addressed to companies – researchers found that 76% of them were neutral, 17.6% were … Continue reading

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Sky moves to Apps for Customer Service

Sky has recently launched a new app to help their customers manage the most frequently used services linked to their TV subscription directly from their phone. Customers with the app can manage their bill, schedule engineer visits, and manage processes … Continue reading

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You don’t need to delight, just be effective

Business magazines are full of tips on how companies can delight their customers. This language is used to describe how companies – particularly retailers – can make their customer service experience so good that customers will leave with a smile … Continue reading

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Frustrate your customers with poor experiences and benefit your competitors

Getting your customer service strategy right is really important. It’s not just a question of making sure the contact centre is ready to pick up some calls – we are now operating in an omni-channel, multi-device consumer environment where customers … Continue reading

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