Tag Archives: feedback

There is no such thing as bad publicity – except when it’s your customer experience

Oscar Wilde famously once said: “There is only one thing in life worse than being talked about, and that is not being talked about.” The implication was that being in the spotlight is always a good thing, no matter what … Continue reading

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The canary in the social coal mine

Customer feedback is the oxygen for any social enterprise, but there is a problem for all companies. It has never been easier to find feedback online, but it has never been harder to make sense of all the data swilling … Continue reading

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Amplifying your voice

The assumption on most social networks is that any conversation between the company representative and the customer (or potential customer) is open and visible to all, whether as Twitter messages or a Facebook wall discussion. Calls to a contact centre … Continue reading

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Banks go social for customer feedback

In his last blog, Alistair mentioned how the sale of Northern Rock to Virgin Money is likely to shake up the British High Street by bringing the Virgin attitude to customer service to the retail-banking sector in a much bigger … Continue reading

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Website integration is all down to customer service

Bicycle and car parts retailer Halfords has conducted some research that found over a third of their customers had checked the company website before even entering the store. Customers are checking to see if a product is stocked, store opening … Continue reading

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Customer insight or information overload?

How do companies use customer insight once its’ been captured? There is a lot of valuable information available through voice analytics and social media, how do you use it all effectively and do you use it to make business decisions? … Continue reading

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Marketing has changed forever

The whirlwind surrounding News Corporation and Rupert Murdoch at present does not seem to subside. As each day passes, new information emerges that has not only led to senior executives resigning from the organisation, but now even the British Prime … Continue reading

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