Monthly Archives: August 2014

Is it fair to charge extra for better #custserv?

Posted on August 28, 2014 by simondillsworth

What would you do if you called up the customer service line for your mobile phone operator and a voice offered you an immediate service if they could charge your bill 50p, or waiting for an available operator as a … Continue reading →

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Look beyond your peers when comparing #custserv levels

Posted on August 27, 2014 by Matt Sims

As the work of a customer service team has become more transparent and visible, the importance of their work has become more obviously valued. Now that the customer service team is so clearly the link between most brand names and … Continue reading →

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Is every part of your company now customer-centric?

Posted on August 26, 2014 by williamvcarson

Forbes magazine recently published an interesting focus on marketing recently that explored various examples of customer service from companies such as Apple, Southwest Airlines, and Zappos. The focus of the piece was on marketing and how every good business can … Continue reading →

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When will quad-play take off in the UK?

Posted on August 20, 2014 by simondillsworth

Telecoms Tech News magazine published an interesting article recently on whether quad-play could take off in the UK. Quad-play describes the bundling of various services that telcos typically offer – allowing customers to buy their TV, Internet, home phone, and … Continue reading →

Posted in Current Affairs, Customer Service, Strategy, Telecoms | Tagged , , , , , , , , , , , , , , , | 1 Comment

The tourism industry is being reshaped as customer service becomes a priority

Posted on August 19, 2014 by veronicawardell1

The recently published UKCSI (UK Customer Services Index) has shown some interesting results for the tourism sector. Six individual tourism-related organisations were named in the top 50 of all organisations in the UK. The UKCSI research is conducted by the … Continue reading →

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What are the three key trends in the customer service industry today?

Posted on August 18, 2014 by Matt Sims

In my last blog I talked about the need for any executive planning a customer service function to explore the future. This is a fast-changing industry now and who could have predicted a decade ago that customers would be receiving … Continue reading →

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What is needed to help contactless tech go mainstream?

Posted on August 15, 2014 by simondillsworth

Have you used a contactless payment system yet? It took a long time to gather momentum in the UK, but has now started looking like a realistic way to make micro-payments without needing all that change filling your pocket. My … Continue reading →

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How finely-tuned is your customer service?

Posted on August 14, 2014 by richardnichollstp1

We have all seen the customer service revolution that has empowered the customer with new ways to dictate the way they choose to communicate with the organisations they are patrons of but some industries have embraced the revolution whilst others … Continue reading →

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Could increased inefficiency be good for your customers?

Posted on August 13, 2014 by veronicawardell1

Forbes is the kind of business journal where a focus on efficiency is treated as so obvious that nobody needs to think that there might be an alternative strategy, so it was interesting to read Micah Solomon’s recent article on … Continue reading →

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Outsourcing: does size really matter?

Posted on August 12, 2014 by Matt Sims

A recent blog by William Carson here on the Teleperformance UK pages explored the perceptions of size in a partner company. This is a question any company executive will ask when they are about to select a partner to work … Continue reading →

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