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Blogroll
Monthly Archives: February 2015
When Was Your Last Great Experience as a Customer?
When was the last time you interacted with a brand and came away from the experience feeling really good – as if they really understood you and appreciated you as a customer? Unfortunately, for many people this is a difficult … Continue reading
ICS: Customer Experience In The Relationship Economy
The Teleperformance UK team is attending the Institute of Customer Service (ICS) annual conference next week, which is always a great one-day focus on the latest customer experience trends. In preparation for the conference I took a quick look at the … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Strategy
Tagged AXA, AXA insurance, brand, conference, customer, customer experience, customer service, darrell sansom, engagement, event, ics, institute of customer service, marketing, relationship, relationship economy, teleperformance
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Customer Experience Happens While You Are Busy Making Other Plans
Think of a brand, an organisation, commercial or private. Then think of the customers who collectively form the value pool – growth and profit – for these businesses. We visualise the multiplicity of customer journeys and the infrastructure needed to … Continue reading
Thursday night’s forecast is sub-zero – with an emotional bite
‘Fortitude’ appears to have been a massive hit for Sky Vision – the international distribution arm of Sky. And I’m not surprised, I’ve been parked on the settee watching this new series with relish, and it really does come across … Continue reading
Posted in Current Affairs, Customer Service, Strategy
Tagged broadband, bt, bt sports, content, fortitude, netflix, quad-play, Sky, tv, virgin media, vodafone
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Premier League Rights Are Vital For Telcos
I have blogged regularly on the impact of content on the telco and broadband sector. I believe that quality content is fast becoming more important than the network, which consumers are starting to see as a commodity. Of all the … Continue reading
Posted in Current Affairs, Customer Service, Telecoms
Tagged broadband, bt, bt sports, discovery, football, premier league, Sky, telco, telecoms, virgin media
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Are you using a smart energy meter?
Despite the collapsing global oil price, energy prices in the home are not dropping very quickly. Customers still need to be careful about the energy they use and smart meters are a good way to keep tabs on the energy … Continue reading
Posted in Current Affairs, Customer Service, Innovation, Utilities
Tagged energy, energy saving trust, EST, meter, smart, smart meter, utility
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Customer Loyalty Will Be Created By Engagement
I recently found a Forbes article from last year that described how engagement will be the future source of customer loyalty. This was back in March 2014 and when talking of ‘the future’ you probably don’t expect it to arrive … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Strategy
Tagged brand, customer experience, customer service, engagement, forbes, loyalty
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NOA Council Elections – vote now!
The National Outsourcing Association (NOA) is a not-for-profit trade body focused on every aspect of outsourcing. The organisation publishes research, conducts conferences and other events, and strives to ensure that companies who use outsourcing within their business can learn how … Continue reading
Posted in Current Affairs, Customer Service, Outsourcing
Tagged board, bpo, council, election, large supplier, national outsourcing association, NOA, outsourcing, vote, voting
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Customer Experience Happens While You Are Busy Making Other Plans
In 1980 John Lennon sang: “life is what happens to you while you’re busy making other plans.” It’s a quote I thought about when I was asked to contribute to a feature on the future of outsourcing published in The … Continue reading
Posted in Current Affairs, Customer Service, Outsourcing
Tagged future of outsourcing, media, newspaper, outsourcing, partnership, raconteur, supplement, the times
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