Tag Archives: competition

The Importance of Corporate Culture To Partnership

I saw a great blog about corporate values on the Engage Customer site recently. The author connects the way that companies talk about their ‘DNA’ to the way that football clubs have values that are shared by their supporters. I … Continue reading

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Will CMA Plans Stimulate Energy Competition in the UK?

This week the Competition and Markets Authority (CMA) announced the results of an 18-month investigation into competition in the UK energy market. The main headline concludes that customers are being overcharged by almost £2bn annually and something has to be … Continue reading

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What is the value of customer service in a monopoly?

An important justification for investment in customer service is that it is a competitive differentiator. If you serve customers poorly then they will purchase from your competitors in future, but what if you have no competition? It’s a far more … Continue reading

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Are customers switching their energy supplier for better service?

The ‘Big Six’ energy companies have long dominated the market in the UK even though it has been possible for customers to easily switch supplier for over a decade. These six providers – British Gas, E.On, EDF, Scottish Power, SSE … Continue reading

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You must be able to answer these two #custserv questions

Shep Hyken’s blog is always full of great advice on customer service and experience and one of his recent posts featured a great two step lesson in introspection for brands that want to improve their customer experience. He advised asking … Continue reading

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Career advice from LinkedIn – are jobs now global?

I realise that my last blog mentioned the online business-networking tool LinkedIn, so I wouldn’t want to keep mentioning it in every blog, but I recently saw a great article featuring Reid Hoffman, the founder of LinkedIn, giving his own … Continue reading

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Competitive intelligence with social media

In his classic book focused on military strategy ‘The Art of War’, Chinese general Sun Tzu said: “keep your friends close and your enemies closer.” This is now more possible than ever – without subterfuge or spying – using social … Continue reading

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