Tag Archives: communication

Be Brave And Consider How You Can Create A Future-Proof Company

Posted on September 16, 2015 by Matt Sims

The business journal Forbes recently featured an article by Shawn Price, the cloud technology head of technology company Oracle, where he states: “Going forward, I believe 85% of brand differentiation will be based on customer experience. In today’s world, where … Continue reading →

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Investing in Customer Experience is essential for growth

Posted on June 30, 2015 by veronicawardell1

Over the past couple of years it has been interesting to see how the analyst Ovum has started ranking customer experience as the number one strategic imperative for company executives today. Based on conversations with their clients, Ovum has repeatedly … Continue reading →

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The future of customer service is already with us today

Posted on October 16, 2014 by veronicawardell1

The social media analysis company Hootsuite has just released a new white paper focused on the future of customer service. You can download a copy here. As you might expect, it’s packed full of statistics, but I want to pull … Continue reading →

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Are you ignoring those silent, dissatisfied customers?

Posted on October 1, 2014 by Matt Sims

The business magazine Forbes recently featured an article that suggests only 25% of dissatisfied customers let companies know that they are unhappy with a product or service received. The vast majority of customers stay silent and just never return to … Continue reading →

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How finely-tuned is your customer service?

Posted on August 14, 2014 by richardnichollstp1

We have all seen the customer service revolution that has empowered the customer with new ways to dictate the way they choose to communicate with the organisations they are patrons of but some industries have embraced the revolution whilst others … Continue reading →

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Have restaurant customers changed because of smart phones?

Posted on July 17, 2014 by veronicawardell1

Any observer of changes in the way customer service operates globally will know that what has really changed is the way people communicate. My last blog talked about the social changes introduced by the smart phone with ubiquitous Internet access … Continue reading →

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The worst possible #custserv practices

Posted on July 16, 2014 by Matt Sims

Most of the lists we all see in business magazines are all positive; the top ten strategies you should be exploring or 5 ways to improve your team, so it was striking when I saw that Forbes recently listed the … Continue reading →

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New channels are changing customer service forever – are you ready?

Posted on July 10, 2014 by williamvcarson

Veronica’s recent blog mentioned that the customer service industry has moved on from a focus on contact centres or how to improve the outsourced relationship between a client and supplier. These may have been important considerations in the past, but … Continue reading →

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It’s Social Media Week 2013 #SMW13

Posted on September 23, 2013 by Julia Gibbs

This is social media week 2013, otherwise known as #SMW13 to those talking about it on Twitter. 10 cities around the world will be taking part, including London in the UK. Social media week is all about connecting people and … Continue reading →

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Optimising Customer Experience in the Digital Era: CIAgenda

Posted on March 22, 2013 by Julia Gibbs

Last week Teleperformance UK hosted another event focused on exploring the way the entire customer service industry is changing. Titled ‘Optimising Customer Experience in the Digital Era’ the event analysed channel shift in the modern customer service environment.  Phil Winters … Continue reading →

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