Why businesses need to use social media as a customer service channel by Elena Lockett

Is it just me or do you find it weird when you search for someone on social media and you can’t find them? The same goes for businesses. If you don’t offer your customers numerous ways to contact you, the likelihood is the customer’s opinion of you is going to go down. Even if you [...]

By |2016-03-24T14:24:40+00:00March 24th, 2016|Channels, Communication Channels, Social Media|1 Comment

Falling out of love with John Lewis – even the best find it tough to deliver consistently good customer experiences

This is not the first time I have written about John Lewis. A British retailer recognised by many as the epitome of a people (customers and employees) focused brand, their challenge for a long time has been to maintain their position as a Customer Experience leader for others to look up to and admire. Founded [...]

The big ‘Wi-Fi’ conundrum: a way to make money or a way to give customers what they need?

Maslow's Hierarchy of needs  is a psychological theory proposed by Abraham Maslow in his 1943 paper "A Theory of Human Motivation". The theory is most commonly portrayed in the shape of a pyramid with the largest, most fundamental levels of human needs at the bottom and with the ultimate need for self-actualization at the top. 71 years [...]

Book Review – Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation

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 [...]

By |2015-04-13T13:17:21+01:00August 13th, 2014|Channels, Communication Channels, Social Media|3 Comments

Breaking News! – Tottenham Hotspur impress Arsenal Fan with impressive use of social media

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 [...]

Social Media – thorn in your side or invaluable CX insight?

Five years ago I attended a Customer Service conference. One of the topics on the agenda was Social Media – I cannot remember the specifics of the title or content, but can confidently say that the essence of the presentation was all about the creation and adoption of social media strategy. Fast forward to 2014, [...]

By |2015-04-13T13:20:52+01:00May 13th, 2014|Communication Channels, CX Strategy|1 Comment

Recommend? Tweet? Do customers really do it?

Have you ever been asked the Net Promoter Score (NPS) question? Do you even know what Net Promoter Score is? Despite the fact that the NPS method has been around for ten years, there are many who have no idea what it is. This is an extract from the 'font of all knowledge' - Wikipedia explaining [...]

By |2015-04-13T13:25:21+01:00November 29th, 2013|General|4 Comments

@Morrisons customer service: Fluke or designed to delight?

At the end of May 2013, I wrote a blog post about a loaf of bread. Whilst this might sound rather odd to those of you who have not had the chance to read it, the loaf of bread itself was not the centrepiece of the story. The story centred on the use of social [...]

By |2015-04-13T13:28:49+01:00July 30th, 2013|Customer Journeys, Recovery, Retail, Social Media|4 Comments

18 hours – how a loaf of bread helped improve the customer experience

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 [...]

By |2015-04-13T13:31:14+01:00May 28th, 2013|Channels, Recovery, Social Media|23 Comments
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