Tag Archives: analysis

Retailers Need To Analyse Customer Behaviour

This post is by Liz Parry, Strategic Account Director at Teleperformance UK If you have never heard of the Teleperformance Customer Experience (CX) Lab then click here and take a look at some of the insight and analysis they produce. … Continue reading

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

Use customer knowledge with care – not abandon!

What happens when brands know too much about you? Customers are happy to share their preferences on Facebook and through the use of loyalty cards, but sometimes it pays to be less clever than is actually possible when it comes … Continue reading

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

The canary in the social coal mine

Customer feedback is the oxygen for any social enterprise, but there is a problem for all companies. It has never been easier to find feedback online, but it has never been harder to make sense of all the data swilling … Continue reading

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

Keep the customer satisfied

Customer management agency SMG recently surveyed 359,000 British consumers to gather information and insight into purchasing behaviour and found some startling insights related to customer service. UK shoppers spend over 40% more when they receive a positive in-store experience, with … Continue reading

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

Customer reviews are now vital for success

I stayed in a hotel recently where the owner proudly featured a sticker on the door saying that it was rated the number 1 hotel in that town on Tripadvisor. I asked the manager if review websites like Tripadvisor are … Continue reading

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

Customer care is going social, mobile, virtual…

I read an IDC report recently that summarised the future of customer care services. It’s only a page long, but worth reading as it describes how caring for customers is not only becoming social, but also mobile and virtual. These … Continue reading

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

The changing world of market research

What is market research? Most definitions include a number of tools designed to capture the opinion of consumers. Focus groups, surveys, polls, interviews – all tools that aim to engage potential customers, find out their opinion, and to then organise … Continue reading

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