Tag Archives: brand

ICS: Customer Experience In The Relationship Economy

The Teleperformance UK team is attending the Institute of Customer Service (ICS) annual conference next week, which is always a great one-day focus on the latest customer experience trends. In preparation for the conference I took a quick look at the … Continue reading

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Customer Loyalty Will Be Created By Engagement

I recently found a Forbes article from last year that described how engagement will be the future source of customer loyalty. This was back in March 2014 and when talking of ‘the future’ you probably don’t expect it to arrive … Continue reading

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The power of ‘delete’ and what it means for brands.

Last December I deleted my Facebook account. I was an avid user in both a personal and professional capacity. Then I somehow managed to contract strep pneumonia and spent nine days in hospital without access to Facebook during which time all … Continue reading

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Is your marketing team managing customer service?

Marketing Week recently carried a major feature exploring how marketing professionals should be taking control of the customer service function in their company. The article was quoting research undertaken by Deloitte and Salesforce where 228 global marketing heads were questioned … Continue reading

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How can retailers fight the ‘showrooming’ trend?

Retailers spend a lot of money to keep their stores on the High Street, but many are now exploring new ways to retain their relevance in an era of online shopping. The current scourge of the High Street retailer is … Continue reading

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Is it possible to ‘humanise’ a big brand online?

When we talk about people engaging with a customer service channel it is often said that the consumer has interacted with a brand. Of course, the reality is that the customer has engaged with another person – an employee and … Continue reading

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Listening to the voice of the customer

The Internet is full of good and bad examples of customer service. Many people make a living just documenting all these case studies, but one recent example that went viral caught my attention. When a customer used a chat session … Continue reading

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