Monthly Archives: October 2014

Content really is king – for telcos

Posted on October 29, 2014 by simondillsworth

Several of my recent blogs could be summarised with the expression ‘content is king’. I believe that the telcos are moving beyond their traditional areas of competition, such as network speed, and into an age where what they offer on … Continue reading →

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Customer service leading from the front

Posted on October 28, 2014 by Matt Sims

In my last blog I mentioned some of the most interesting approaches to technology that are changing the way companies – and even governments – are structured. Strategies such as cloud computing and app stores are having an effect on … Continue reading →

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There is no such thing as bad publicity – except when it’s your customer experience

Posted on October 23, 2014 by richardnichollstp1

Oscar Wilde famously once said: “There is only one thing in life worse than being talked about, and that is not being talked about.” The implication was that being in the spotlight is always a good thing, no matter what … Continue reading →

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Is the future of faster broadband up above and down below?

Posted on October 22, 2014 by simondillsworth

I read recently that Vodafone are launching the first ‘aggregated’ LTE (long-term evolution) network, which will further boost their network coverage and 4G capabilities. As I have written before, this is about the network provider finding cost-efficient ways to improve … Continue reading →

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Crossing the chasm – from small to global

Posted on October 21, 2014 by Matt Sims

The path to global domination has changed. Small companies can grow to become medium just by doing a bit more of whatever they do – selling products or services and scaling up to increase the size of the operation. But … Continue reading →

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Analytics: the key to unlocking the retail omnichannel?

Posted on October 20, 2014 by Matt Sims

For the past couple of years I have been exploring both omnichannel and multichannel solutions for customer service as the adoption of social media channels have become more accepted. It’s important to distinguish between the two terms though, as many … Continue reading →

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The future of customer service is already with us today

Posted on October 16, 2014 by veronicawardell1

The social media analysis company Hootsuite has just released a new white paper focused on the future of customer service. You can download a copy here. As you might expect, it’s packed full of statistics, but I want to pull … Continue reading →

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Telcos are focusing on content

Posted on October 15, 2014 by simondillsworth

I have often talked about the future for telcos being more focused on the content they provide rather than the number of free texts they offer to customers and a recent move by EE appears to be moving down this … Continue reading →

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Customer loyalty is changing

Posted on October 7, 2014 by williamvcarson

I read a news item on TechRadar recently titled ‘customer loyalty is changing and your marketing plan should be too’ and I was interested in the idea that customer service commentators are now explicitly defining ‘customer loyalty’ and linking this … Continue reading →

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Celebrating Customer Service Week

Posted on October 6, 2014 by Matt Sims

Last week was International Customer Service Week, an event started by the International Customer Service Association back in 1984 – thirty years ago! This week was originally created as a way to recognise and reward the people and companies that … Continue reading →

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