Tag Archives: customer

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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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 Experience Happens While You Are Busy Making Other Plans

Think of a brand, an organisation, commercial or private. Then think of the customers who collectively form the value pool – growth and profit – for these businesses. We visualise the multiplicity of customer journeys and the infrastructure needed to … Continue reading

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Managing the Modern Retail Omnichannel

Omnichannel is one of those business buzzwords that is often used and seldom understood. Many use it interchangeably with multichannel, but I would argue that these are quite different concepts. First, what is the multichannel? This is really just the … Continue reading

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Creating a Single View of Your Customer

As customer service has become more complex, it has become more difficult for retailers to capture and work with a single view of their customer. The explosion in channels over the past five years means that customers will often be … Continue reading

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Moving the customer experience moving from good to great

Industry analyst, Michael Gazala of Forrester, published a blog recently that will strike fear into the heart of any company with a merely average attitude toward customer service. Gazala said that the Forrester data on customer experience has seen the … Continue reading

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