Tag Archives: sales

Retailers Improving In-Store CX With Apps

Posted on July 1, 2016 by williamvcarson

This blog is by Phil Crossley, Business Development Director at Teleperformance UK. Supermarkets in the UK have long experimented with various self-service ideas to help customers get their shopping and checkout faster than was traditionally possible with a regular checkout. … Continue reading →

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Outsourcing 3.0: The Rise of the Machines

Posted on June 8, 2015 by simondillsworth

I was discussing films with a colleague recently and we started talking about the Terminator genre and how we felt the quality had dipped since the original film was released. The concept of Artificial Intelligence (AI) and machine-domination is an … Continue reading →

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How can tech help improve #custserv?

Posted on November 17, 2014 by Alistair Niederer

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 →

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Time to stop talking about call centres

Posted on November 13, 2014 by Alistair Niederer

Is it finally time to stop talking about ‘call centres’? Even the broader term ‘contact centre’ fails to acknowledge the strategic role that customer service teams now occupy. But how should we start referring to call centres instead? Perhaps the … Continue reading →

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Customer service leading from the front

Posted on October 28, 2014 by Matt Sims

In my last blog I mentioned some of the most interesting approaches to technology that are changing the way companies – and even governments – are structured. Strategies such as cloud computing and app stores are having an effect on … Continue reading →

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Customer loyalty is changing

Posted on October 7, 2014 by williamvcarson

I read a news item on TechRadar recently titled ‘customer loyalty is changing and your marketing plan should be too’ and I was interested in the idea that customer service commentators are now explicitly defining ‘customer loyalty’ and linking this … Continue reading →

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Getting Customer Service right is the strategic future for your business

Posted on August 1, 2014 by williamvcarson

The customer service function is the most important part of your business today – full stop. With companies like Ford and Jaguar Land Rover now declaring themselves ‘retailers’ first and foremost, this is not just some motivational mantra aimed at … Continue reading →

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Can social media tools help real-life business relationships?

Posted on December 16, 2013 by Matt Sims

Those of us working in areas such as sales and business development are always watching how business strategy changes from the front line. Because we can see exactly what customers want to buy, we usually see trends and changes emerging … Continue reading →

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Customer service or customer experience?

Posted on August 12, 2013 by Matt Sims

In a 2005 issue of the Harvard Management Update, James Allen, Barney Hamilton and Frederick F. Reichheld published the result of research by Bain & Company that said: Eighty per cent of companies believe they deliver a superior customer experience, while … Continue reading →

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Wrong time, wrong place… would you ignore Mozart?

Posted on August 9, 2013 by Matt Sims

A few years ago the master violinist Joshua Bell took his violin into a busy Washington DC metro station and started playing. The busy commuters bustled past this supreme artist hurrying to get to where they were going. Almost nobody … Continue reading →

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