Tag Archives: customer

Real Leadership Means Listening To Your Customers

I recently blogged about the problems some executives have identifying with their own customers. The Institute of Customer Service research I referred to shows clearly that many executives have no idea what the customer really wants and don’t appear to … Continue reading

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Do Energy Companies Need to Improve Customer Service?

As I wrote in my last blog, the UK energy industry was generally pleased to see that the political uncertainty around the UK general election was swiftly dampened by the Conservative party winning a majority, but there are still critics … Continue reading

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Outsourcing 3.0: The Rise of the Machines

I was discussing films with a colleague recently and we started talking about the Terminator genre and how we felt the quality had dipped since the original film was released. The concept of Artificial Intelligence (AI) and machine-domination is an … Continue reading

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Building Brand Advocacy in a Virtual World

If a friend or family member personally recommends a product to you then that’s the best possible form of advertising. If you trust the opinion of someone close to you then that’s all you need to make a purchasing decision. … Continue reading

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Customers are defining how they contact you – work with them

This blog is by Stephen Pryce, director of business development at City Park Technologies. One of the most important changes to the customer service market in recent years is that it is now the customer that is firmly in control. … Continue reading

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A mobile phone tariff designed for the individual customer

What do customers really want? Usually it’s the best product or service at the best price. With all the complex tariffs available in the mobile phone marketplace that is rarely what they get, but o2 is showing not only how … Continue reading

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Connected strategies for a relationship economy

Last week London hosted the annual conference of the Institute of Customer Service (ICS) with the theme this year being ‘connected strategies for a relationship economy.’ I was particularly interested in a talk titled “Relationships versus Contacts: Propaganda, Marketing and Feedback, versus … Continue reading

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