Tag Archives: facebook

Bots need to get emotional before they really make a difference to customer experience

There has been a lot of press about the potential of chat bots to revolutionise the customer experience. I am an advocate but see the obvious challenge in that, as things stand today, bots will only be as good as … Continue reading

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When Was Your Last Great Experience as a Customer?

When was the last time you interacted with a brand and came away from the experience feeling really good – as if they really understood you and appreciated you as a customer? Unfortunately, for many people this is a difficult … 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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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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What are the three key trends in the customer service industry today?

In my last blog I talked about the need for any executive planning a customer service function to explore the future. This is a fast-changing industry now and who could have predicted a decade ago that customers would be receiving … Continue reading

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Multichannel customer service isn’t innovation; it’s simply what customers expect today

How many blogs or articles have been written recently that talk about multichannel customer service as if it is the next big thing? Really? It’s not what the board should be talking about in strategy meetings that are designing a … Continue reading

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Communication is changing customer service today

What is the customer service industry focused on today? In the past decade – maybe even just the last half a decade – the industry has changed dramatically, but the core focus remains the pursuit of an improved customer experience. … Continue reading

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