Tag Archives: amazon

Delivery Disasters Cause 73% of Customers To Shop Elsewhere

Posted on December 27, 2016 by Matt Sims

The Institute of Customer Service (ICS) estimates that during the last Christmas period in the UK over 16 million customers suffered delivery delays with items they had ordered and this was directly responsible for 73% of them avoiding the retailer that … Continue reading →

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

Will Drones Transform Customer Delivery Expectations?

Posted on August 23, 2016 by Matt Sims

Can you remember back to December 2013 when Amazon announced that they were exploring the idea of drone deliveries? Many people thought that Amazon was joking. Others thought that it was a publicity stunt. The announcement got endless media coverage … Continue reading →

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

Scammers chasing customer data on social media

Posted on August 18, 2016 by richardnichollstp1

A recurring theme for everyone involved in managing the customer experience is how the number of channels used has dramatically increased in the past few years. Social networks and now mobile chat channels are increasing the ways that customers can … Continue reading →

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

Rebuilding The Customer-Focused Bookstore

Posted on June 13, 2016 by williamvcarson

This post is by Phil Crossley, Business Development Director at Teleperformance UK. I’m looking forward to the Retail Week CX Summit and Awards later this month. It’s one of the biggest annual events for those involved in retail in the … Continue reading →

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

Are Customers Forcing Companies To Change Industry?

Posted on May 26, 2016 by simondillsworth

I have often blogged about my view that great content is where the telecoms and Internet Service Providers are now focused. If you have seen any of my earlier blogs on this subject then you will know that I believe … Continue reading →

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

Let your customer behaviours drive disruption and innovation

Posted on May 17, 2016 by simondillsworth

Amazon continues to amaze me with their innovative approach to business. As a customer-centric business, they are a prime example of how retaining a laser-focus on the needs of your customers will always be the driving force behind new innovation.  … Continue reading →

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

Payments… Just Make It Easy For The Customer!

Posted on April 29, 2016 by simondillsworth

Pay with Amazon. Are these words now going to rival Pay with Paypal or Pay with Apple? I think so – for Amazon and their 285m users to enter payments is a significant event. Amazon has shown through their growth … Continue reading →

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

Does Kodi Offer Viewers A Vision Of How To Find Content?

Posted on March 7, 2016 by simondillsworth

I have often talked about the importance of content to the big Internet Service Providers and telcos, but there are a few interesting developments taking place that I think could be important in the coming year. First is the explicit … Continue reading →

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

’60 Seconds and counting…and then I’m gone’..

Posted on February 24, 2016 by simondillsworth

I was fascinated to learn about the science Netflix is using to make sure they grab subscriber attention as quickly as possible. I have blogged on many occasions regarding the importance of content and how it is the quality of … Continue reading →

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

The Rise of the Drones – and they need Insurance too!

Posted on February 18, 2016 by simondillsworth

I have blogged recently regarding the rise of automation and the likely impact of robots on business and customer service today. I was at the shops over the weekend and was fascinated to see how the sale of ‘drones’ is … Continue reading →

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