Tag Archives: multichannel

Omnichannel Truths for 2016

One of the most important developments around customer experience in 2015 was the importance of omnichannel service. Originally this developed from a need to respond to the various new channels customers were using. This multichannel environment spawned the omnichannel once … Continue reading

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

Retail in 2016 will be about Mobile and Millennials

This blog is by Liz Parry, Strategic Account Director at Teleperformance UK. The effect of the millennials, or Generation Y (those born after 1980), is less pronounced in the UK than the USA, but it is becoming a significant factor … Continue reading

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

Driving Loyalty With A Completely Integrated Customer Experience

This post is by Liz Parry, Strategic Account Director at Teleperformance UK. I have often written that the days of loyalty in retail being about cards and points are dated. Customers have an expectation of great service today and if … Continue reading

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

A Twenty-Year-Old Lesson In Customers By Bill Gates

1995 was a big year for Microsoft. The launch of Windows 95 cemented their dominance of the PC market and this has only been challenged fairly recently with the surge in popularity of open source alternatives – and the resurgence … Continue reading

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

Making it difficult for the customer is making it difficult for your business

In the last Blog I wrote ‘Why being easy isn’t a bad thing’ I explored five principles for making you an easy organisation to interact with and thus retain customer advocacy and loyalty. I felt compelled to re-visit the first one … Continue reading

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

Why Being Easy Isn’t A Bad Thing

As a technophile I was proud to already have used Apple Pay on my iPhone to pay for last Saturday night’s takeaway.Until this watershed moment I had always paid in cash or occasionally online but using Apple Pay was a … Continue reading

Posted in Current Affairs, Customer Service, Innovation, Strategy | Tagged , , , , , , , | 1 Comment

What Are The Key Trends in UK Retail Today?

This post is by Liz Parry, Strategic Account Director at Teleperformance UK Last week, the Pew Research Centre in the US announced that the largest proportion of the American labour force is now millennials – adults aged 18-34. I expect … Continue reading

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