Tag Archives: interaction

Customer service should promote customer loyalty

It costs far more to obtain new customers than to just keep your existing customers happy and loyal. This is one of the maxims every business school student learns and yet we see so often that this not true on … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , , , , , | 1 Comment

Two truths and a social lie

I read an interesting article in Forbes last week that asked several questions about social media to top executives, with the intention of seeing whether their views on social networking in the enterprise match with reality. Here is one of … Continue reading

Posted in Current Affairs, Human Resources, Social Media | Tagged , , , , , , , , , , , , , , , , , , | Leave a comment

How do you measure your social media health?

There are various influencer engagement tools out there, but many are seeing their reputation taking a battering. Klout is a good example because many have shown how you can game the system and improve your ‘influencer’ score just be being … Continue reading

Posted in Current Affairs, Marketing, Social Media, Technology | Tagged , , , , , , , , , , , | Leave a comment

Information overload for online brands

Information overload. It’s something we all suffer from on a daily basis. A decade ago you probably didn’t have to cope with hundreds of emails a day. Now it has become normal, but there is not suddenly more time in … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Marketing | Tagged , , , , , , , , , , , , , , , | Leave a comment

How does chatting on Twitter make any business sense?

As airlines increasingly add Internet and phone services to their flights, the golf course is rapidly becoming the only place where the use of electronic gadgets is banned. But when I am on the golf course, the conversation often turns … Continue reading

Posted in Current Affairs, Customer Service, Marketing, Social Media | Tagged , , , , , , , , , , , , , , , | Leave a comment