Category Archives: Current Affairs

Superfast broadband – all over the UK

The UK general election campaign is now underway and one government promise, slipped out quietly a couple of weeks ago during the Budget, may have passed you by. The promise is to accelerate the rate at which superfast broadband is … Continue reading

Posted in Current Affairs, Customer Service, Technology, Telecoms | Tagged , , , , , , , , , | Leave a comment

Trust. Has your utility provider earned it?

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

Posted in Current Affairs, Customer Service, Strategy, Utilities | Tagged , , , , , , , , , , , , | Leave a comment

Inspiring loyalty in financial services customers

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

Posted in Customer Service, Current Affairs, Financial Services | Tagged , , , , , , , , | Leave a comment

A mobile phone tariff designed for the individual customer

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

Posted in Current Affairs, Customer Service, Telecoms | Tagged , , , , , , | Leave a comment

Connected strategies for a relationship economy

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

Posted in Current Affairs, Customer Service, Innovation, Strategy | Tagged , , , , , , , , , , | Leave a comment

Building Customer Loyalty in a Virtual World

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

Posted in Current Affairs, Customer Service, Financial Services, Strategy | Tagged , , , , , , , | Leave a comment

Is Net Neutrality Just a Red Herring?

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

Posted in Current Affairs, Customer Service, Strategy, Telecoms | Tagged , , , , , , , , , | Leave a comment