Tag Archives: tools

The changing world of market research

What is market research? Most definitions include a number of tools designed to capture the opinion of consumers. Focus groups, surveys, polls, interviews – all tools that aim to engage potential customers, find out their opinion, and to then organise … Continue reading

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How do you define great customer service?

What is great customer service in a multichannel environment? It should certainly involve social media, but there are some more fundamental rules than just answering customer comments on Twitter. The Guardian recently explored the five key attributes of great service … Continue reading

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Thinking of a social strategy for customer service

Every company is different and every company has a different way of communicating with customers, but in general there are some broad ways of looking at the different social tools that are available. In this blog I will highlight the … Continue reading

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