Author Archives: Roy Thomas

About Roy Thomas

www.teleperformance.co.uk

How is the customer experience in your local cinema?

When was the last time you visited the cinema? Even if it was recent, did you think much about the process from beginning to end and how the cinema treated you as a customer? Let’s start from the beginning. You … Continue reading

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Yet More Evidence to Prove that Service is King

It’s not all about price  – one bad experience is enough to drive customer defection! New research from ISPreview.co.uk has shown that 63.6 per cent of customers would never return to a broadband provider they had experienced problems with. That’s … Continue reading

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Retail returns prove costly

Every retailer would like to find the silver bullet that improves customer service. Loyalty schemes, discounts, improved wait times at the checkout lines are all experimented with and important, but what is the single change that almost every retailer could … Continue reading

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Multichannel retail and price comparison

I asked in my last blog about how camera manufacturers are starting to engage with the social web and this led me to some thoughts on the multichannel retail environment that I wanted to share on the blog. One of … Continue reading

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Will camera manufacturers embrace the social web?

I asked a question in my recent blog about how people interact with camera manufacturers when choosing a new piece of equipment. It led to a few interesting comments on Twitter about how people use social networks to source information, … Continue reading

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Buying a camera – do you question the manufacturers?

Cameras are fairly complex pieces of equipment. Of course we all have a camera built into our telephones now and they are great for snaps, but if you want to study photography or to just have more control over the … Continue reading

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What are the standard KPIs for social customer service?

When a service provider – like Teleperformance – takes on the customer service function for one of our clients, one of the most important aspects of the deal that has to be agreed is the choice of Key Performance Indicators … Continue reading

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