Category Archives: Marketing

Retail Sales Down Despite Black Friday

Posted on December 11, 2015 by

This blog is by Liz Parry, strategic account director at Teleperformance UK. New data from KPMG and the British Retail Consortium (BRC) suggest that retail sales were down in November despite the hype and noise that surrounded the Black Friday … Continue reading →

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

NOA Launches New Outsourcing Yearbook

Posted on May 13, 2015 by

Every year, the National Outsourcing Association (NOA) releases the Outsourcing Yearbook. The Yearbook features advice and best practice on outsourcing from end users, suppliers, consultants, advisers as well as independent experts. The 2015 edition was just released and it features … Continue reading →

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

Building Brand Advocacy in a Virtual World

Posted on April 27, 2015 by

If a friend or family member personally recommends a product to you then that’s the best possible form of advertising. If you trust the opinion of someone close to you then that’s all you need to make a purchasing decision. … Continue reading →

Posted in Current Affairs, Customer Service, Marketing, Social Media, Strategy | Tagged , , , , , , , , , , , , | Leave a comment

Customer loyalty is changing

Posted on October 7, 2014 by

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 →

Posted in Contact Centres, Current Affairs, Customer Service, Innovation, Marketing | Tagged , , , , , , , , , , , | Leave a comment

Which kind of business do you think Ford is in?

Posted on September 16, 2014 by

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 →

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

Outsourcing: does size really matter?

Posted on August 12, 2014 by

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 , , , , , , , , , , , | Leave a comment

True innovation comes from a deep understanding of the present – and past

Posted on August 4, 2014 by

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 , , , , , , , , , , , | Leave a comment

Getting Customer Service right is the strategic future for your business

Posted on August 1, 2014 by

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 , , , , , , , , , , , , , , | Leave a comment

Putting the ‘app’ into ‘happy’ – technology will provide a great leap forward for customer service

Posted on July 31, 2014 by

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 →

Posted in Contact Centres, Current Affairs, Customer Service, Innovation, Marketing, Social Media | Tagged , , , , , , , , | Leave a comment

The Customer Is A Knave!

Posted on July 4, 2014 by

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 →

Posted in Contact Centres, Customer Service, Marketing, Outsourcing, Social Media, Uncategorized | Tagged , , , , , , | Leave a comment