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Category Archives: Marketing
Customer loyalty is changing
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
Which kind of business do you think Ford is in?
What kind of business do you think that the Ford Motor Company is involved in? Perhaps the easy answer is in the name – they manufacture and sell motor vehicles. Wrong. Some people may still consider Ford to be a … Continue reading
Outsourcing: does size really matter?
A recent blog by William Carson here on the Teleperformance UK pages explored the perceptions of size in a partner company. This is a question any company executive will ask when they are about to select a partner to work … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Marketing, Strategy
Tagged best practice, CX Labr, EOA, innovation, NOA, outsourcing, partner, research, size, strategy, whatsapp, william carson
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True innovation comes from a deep understanding of the present – and past
When industry analysts and other key influencers hand out awards and accolades, there are generally two important measures of success; who is operationally the best at delivering a great service day after day and who is the most innovative and … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Marketing
Tagged analysts, awards, CX Lab, EOA, innovation, NASA, NOA, outsourcing, research, skylab, space shuttle, teleperformance
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Getting Customer Service right is the strategic future for your business
The customer service function is the most important part of your business today – full stop. With companies like Ford and Jaguar Land Rover now declaring themselves ‘retailers’ first and foremost, this is not just some motivational mantra aimed at … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Marketing, Social Media, Strategy
Tagged customer experience, customer service, custserv, engagement, ford, hr, it, jaguar, land rover, marketing, multichannel, omnichannel, sainsburys, sales, united
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Putting the ‘app’ into ‘happy’ – technology will provide a great leap forward for customer service
In my last blog I talked about the need for customer service executives to get a grip over the multichannel world that is already with us. The problem is, that even if they do start managing every known channel, the … Continue reading
The Customer Is A Knave!
The customer is no longer king, the customer is a knave! With a multi-channel mind set, mobile tech and (brand) attention span of a goldfish, the concept of earning customer ‘loyalty’ today is arguably as old hat as ‘posting’ holiday … Continue reading
