Tag Archives: twitter

When Was Your Last Great Experience as a Customer?

Posted on February 26, 2015 by Alistair Niederer

When was the last time you interacted with a brand and came away from the experience feeling really good – as if they really understood you and appreciated you as a customer? Unfortunately, for many people this is a difficult … Continue reading →

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There is no such thing as bad publicity – except when it’s your customer experience

Posted on October 23, 2014 by richardnichollstp1

Oscar Wilde famously once said: “There is only one thing in life worse than being talked about, and that is not being talked about.” The implication was that being in the spotlight is always a good thing, no matter what … Continue reading →

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What are the three key trends in the customer service industry today?

Posted on August 18, 2014 by Matt Sims

In my last blog I talked about the need for any executive planning a customer service function to explore the future. This is a fast-changing industry now and who could have predicted a decade ago that customers would be receiving … Continue reading →

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Multichannel customer service isn’t innovation; it’s simply what customers expect today

Posted on July 30, 2014 by Matt Sims

How many blogs or articles have been written recently that talk about multichannel customer service as if it is the next big thing? Really? It’s not what the board should be talking about in strategy meetings that are designing a … Continue reading →

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Customers really are engaging with brands on Twitter

Posted on July 24, 2014 by williamvcarson

The Mobile Marketing Watch blog published an interesting statistic about the customer use of Twitter recently. Based on more than one billion tweets – that were addressed to companies – researchers found that 76% of them were neutral, 17.6% were … Continue reading →

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Communication is changing customer service today

Posted on July 9, 2014 by veronicawardell1

What is the customer service industry focused on today? In the past decade – maybe even just the last half a decade – the industry has changed dramatically, but the core focus remains the pursuit of an improved customer experience. … Continue reading →

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Is Twitter really so bad for customer service?

Posted on June 6, 2014 by Julia Gibbs

Back in April I wrote a blog suggesting that Twitter might not be the effective customer service channel people often believe it to be. Now another new research study published in Information Age magazine appears to have documented similar results. In … Continue reading →

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Is Twitter really the least effective channel for #custserv?

Posted on April 16, 2014 by Julia Gibbs

Econsultancy featured an article recently that explored new research suggesting that Twitter is the least effective customer service channel in the UK. The research found that companies do respond to tweets, and some respond very quickly indeed, but it is … Continue reading →

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How should brands respond to customers on Twitter?

Posted on April 7, 2014 by Julia Gibbs

A Twitter user was fed up of being late for work so he tweeted the train service he used – London Overground – and begged them to improve their punctuality. He claimed that if he was late for work one … Continue reading →

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Getting #Custserv with Twitter right or ‘Respect for the Bad Man’

Posted on March 10, 2014 by darrenwakeling

Retailers are getting used to multichannel service today. Many of them are answering customer questions online using the same channels to respond to the original questions – for instance publishing answers and information on Facebook when questions originate from that … Continue reading →

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