Debt Management is on the cusp of being reinvented by Social Media. That was the conclusion I walked out with having presented to a …Read More
Customer Service
Next generation customer service is about orchestrating call centre, e-service, social network and peer to peer communities into single customer journeys that work fast first time and reduce customer effort.
Serving up those experiences are passionate, skilled and empowered brand ambassadors who increasingly link across the silos to join Customer Service, Marketing and Sales under One Agenda.
Painting A Customer Service Strategy: session 4
This fourth session in the series on Customer Service Strategy looks at real world deliverables. By this I mean what you actually deliver …Read More
Painting A Customer Service Strategy: session 3
Thus far we have considered strategy from the customer point of view. Now it is time to incorporate the needs of two other important …Read More
Social Media Is The New Customer Service?
"Social Media Is The New Customer Service" has become the must have mantra doing the rounds in blogs, forums and Twitter feeds. It's snappy, …Read More
Is Social Media About To Prove Itself A Great Consumer Con?
This post raises the question whether the ideals behind Social Media are about to be compromised as mining the Social Graph to drive Social …Read More
What’s Next For IVR & Voice Self Service?
It's no secret that IVR (interactive voice response) has never enjoyed great consumer support because design and deployment commonly fall …Read More
Painting A Customer Service Strategy: session 2
This is part two in a series of posts on Customer Service Strategy. Part one was a personal orientation on "why bother"? This session …Read More
Painting A Customer Service Strategy: session 1
Sometimes when I’m conference speaking or running a best practice forum, I get onto the topic of customer service strategy. I know I …Read More
Managing Customer Service Innovation
If the quality of customer service is a powerful way for brands to distinguish themselves, then having that extra something over competition …Read More
Six Tips For Buying Customer Service Technology
As far as customer service technology is concerned, I guess if someone could add up the bill for what's been spent in the last decade, it …Read More
