Tag Archives: telegraph

Will the BT-EE deal change telco content strategy?

The BT saga rolls on. Now it appears to be confirmed that they will takeover EE, the biggest mobile network in the UK. This would create a British giant by combining the largest landline network with the largest mobile network  … Continue reading

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Are the energy companies just buying new customers?

The Telegraph carried a fascinating report this weekend that explored the possibility that it is now cheaper for energy companies to ‘buy’ new customers, by offering great deals for switching, than to offer great service and keep the customers that … Continue reading

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23 years of great customer service  – and then there’s everyone else. Why?

The Daily Telegraph recently published their list of the top 100 companies for customer service in the UK. It’s an interesting mix of banks, retailers, airlines, and utilities with no obvious connecting theme except possibly the most important one, that … Continue reading

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When brands take social complaints seriously

Sometimes the power of social media is demonstrated in a very powerful way when a customer complains. But the real story is often in the way that brands engage with their customers. Sometimes a negative can even be turned into … Continue reading

Posted in Current Affairs, Customer Service, Retail | Tagged , , , , , , , | 1 Comment

Is email really the slowest way to ask for help?

New research conducted by KANA Software and published in the Daily Telegraph shows that most (59%) take at least eight hours to answer a customer service enquiry sent by email. That’s more than one entire working day. Contrast that to … Continue reading

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