Monthly Archives: March 2015

Trust. Has your utility provider earned it?

Posted on March 31, 2015 by richardnichollstp1

I spent Wednesday and Thursday last week at the marketforce 20:20 ‘Future of Utilities’ event in London and was delighted to hear the same word over and over again from a myriad of speakers from every corner of the Energy … Continue reading →

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Inspiring loyalty in financial services customers

Posted on March 19, 2015 by richardnichollstp1

In my last blog I explored how it has become easier for customers to swap and change financial products and that the comparison services are missing a trick by not integrating with incumbent service providers. I have been thinking a … Continue reading →

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A mobile phone tariff designed for the individual customer

Posted on March 18, 2015 by simondillsworth

What do customers really want? Usually it’s the best product or service at the best price. With all the complex tariffs available in the mobile phone marketplace that is rarely what they get, but o2 is showing not only how … Continue reading →

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Connected strategies for a relationship economy

Posted on March 12, 2015 by Alistair Niederer

Last week London hosted the annual conference of the Institute of Customer Service (ICS) with the theme this year being ‘connected strategies for a relationship economy.’ I was particularly interested in a talk titled “Relationships versus Contacts: Propaganda, Marketing and Feedback, versus … Continue reading →

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Building Customer Loyalty in a Virtual World

Posted on March 11, 2015 by richardnichollstp1

The multichannel revolution goes on. I often hear customer service experts speaking about the difficulties of managing so many new customer channels and then the subsequent demands for an omnichannel, but I rarely hear many thinkers looking further out. In … Continue reading →

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Is Net Neutrality Just a Red Herring?

Posted on March 10, 2015 by simondillsworth

Net neutrality has been back in the news again with the recent Federal Communication Commission (FCC) decision in the USA coming down in favour of supporting the concept of net neutrality – much to the anger of the network providers. … Continue reading →

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The ICS Annual Conference: My Thoughts

Posted on March 9, 2015 by Matt Sims

The Institute of Customer Service Annual Conference on March 3rd 2015 was inspiring for its depth of board level insight against a precarious position of the lowest customer satisfaction levels reported since 2010. At Teleperformance we support over half of … Continue reading →

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How do brands gain – and lose – the trust of customers?

Posted on March 2, 2015 by Matt Sims

At the Institute of Customer Service annual conference (ICS) this week Rita Clifton, the chairman of BrandCap, will be talking about how brands gain – and lose trust – in this era of social media. But why do we trust … Continue reading →

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