Have you ever looked up the definition of the word Empathy? I would suspect that you have not! It is not often that we take the time to read dictionaries!! If you read the definition above, it is also likely that you will find it difficult to correlate many of the words used with organisations [...]
It is impossible to ignore the fact that customer service has gone all social on us. Our obsession with Facebook, Twitter, Google+, Instagram and more has led to the humble consumer actively seeking to interact with companies via social networks. Although this is a fact, there are still many organisations who are yet to understand [...]
Customer feedback comes in many different forms. Often sought out by companies, it can be captured via email, web pop up or telephone surveys. It can be recorded in face to face customer focus groups or received in person before, during or after an interaction with a customer. Some still leave good old-fashioned paper forms [...]
Net Promoter Score (or NPS as it is also known) has been written and spoken about thousands of times over the last few years. Whilst some see it as the simplest (and cheapest) way to capture customer feedback, others dismiss it as far too simplistic with an inability to allow the organisation using it to understand what issues [...]
This week I am delighted to feature a new guest blogger. Matt Beaumont is one of the most connected men in the UK when it comes to all things customer experience. Having spent the last few years arranging world class customer experience events, he has had to make it his business to know who has [...]
In the second of her guest blog posts, Sophia Wright takes us on a journey through the ever changing world of customer service - there are some great stats in here making it well worth a few minutes of your time: If you have a complaint or a question for a company, where is the [...]
It is no secret that I am a fan of Twitter. A regular 'tweeter' I have grown to be a fan over the last couple of years. Not only does it allow me to get up to the minute information on essential news and sporting activity (such as the Leyton Orient score - sad but [...]
I attended a meeting recently where a senior director of a large organisation (who shall remain nameless) confidently made the following statement: ‘we are going to KILL email as a customer communication channel’ Strong words aimed at a group of executives from the world of customer service. Not a particularly customer centric statement either. However, [...]
