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Martin Hill-Wilson

service is the new marketing

Social Customer Service: Exploiting The Upside

August 15, 2013 by Martin Hill-Wilson

  This post reflects on a missed opportunity between Marketing and Service. In particular Social Customer Service. We are all …Read More

Interaction Analytics

How to Use Speech Analytics: Top Tips For Call Centre Adoption

August 12, 2013 by Martin Hill-Wilson

Interaction Analytics is a game changer for customer service leaders. Why? Because a lack of credible insight into which issues currently …Read More

The dangers of declaring social customer service BAU

The Dangers Of Declaring Social Customer Service ‘Business as Usual’

July 30, 2013 by Martin Hill-Wilson

Two things happened today that brought a particular experience into sharp focus. It was a shuddering fear that social customer service …Read More

State Of Social Customer Service

A Personal View On The State Of Social Customer Service

July 21, 2013 by Martin Hill-Wilson

The mere fact that June and July have been themed ‘social customer service’ month in two major industry sites mycustomer.com and ICMI call …Read More

Interaction Analytics

Using Interaction Analytics To Understand Omni Channel Customer Behaviour

February 13, 2013 by Martin Hill-Wilson

In this post, I want to explain how Interaction Analytics can play an important role in understanding and responding to omni-channel …Read More

Why Customer Insight Matters To Every Customer Service Leader

August 27, 2012 by Martin Hill-Wilson

Call centres, or contact centres if you prefer, have been forced onto the back foot during most of their relatively short history. They …Read More

Claridge's

Claridge’s: A Great Place To Discuss Personalised Customer Service

July 17, 2012 by Martin Hill-Wilson

Having enjoyed a previous customer event chez Gordon Ramsey, I knew to expect a belt busting dinner. I was not disappointed! The homemade …Read More

One Agenda Milestone

Social Business: The “One Agenda” Milestone

June 3, 2012 by Martin Hill-Wilson

Social Business is a big idea. It is one of the things that tell us we've really left the 20th century behind. It is also proving …Read More

Team Leaders As Performance Coaches

Team Leaders As Performance Coaches

April 29, 2012 by Martin Hill-Wilson

In my last post on the topic of the changing role of a team leader in Customer Service, I promised more about the skills, daily routines and …Read More

Claridge's

Customers, Clouds & Claridge’s

April 1, 2012 by Martin Hill-Wilson

Sipping fine coffee the morning after dinner at Claridge’s is happiness itself. Especially on a warm spring morning when London’s …Read More

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