Tag Archives: multichannel

Inspiring loyalty in financial services customers

In my last blog I explored how it has become easier for customers to swap and change financial products and that the comparison services are missing a trick by not integrating with incumbent service providers. I have been thinking a … Continue reading

Posted in Current Affairs, Customer Service, Financial Services | Tagged , , , , , , , , | Leave a comment

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

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

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

Posted in Current Affairs, Customer Service, Innovation, Retail, Strategy | Tagged , , , , , , , , , , , , , , | Leave a comment

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

Posted in Customer Service, Innovation, Retail, Strategy | Tagged , , , , , | Leave a comment

How can tech help improve #custserv?

Tech Week Europe magazine recently listed six ways that technology can improve the customer experience. Now my first thought when I saw this was ‘only six’, but then it’s true that people are only just starting to notice how important … Continue reading

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

Use customer knowledge with care – not abandon!

What happens when brands know too much about you? Customers are happy to share their preferences on Facebook and through the use of loyalty cards, but sometimes it pays to be less clever than is actually possible when it comes … Continue reading

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

Making services innovation a reality today

Outsource Magazine and the consulting firm Alsbridge were recently looking for some examples of innovation so I thought I’d respond here on the blog with a few ideas. Innovation is a word that is used so often in product brochures … Continue reading

Posted in Contact Centres, Current Affairs, Innovation, Strategy | Tagged , , , , , , , , , , , , , , , , , , | Leave a comment