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
Thought Leadership
Will Social Media Tear Up Traditional Corporate Life?
I’m really not sure what to make of Social Media’s future as a force for radical organisational change. There is no doubt that lots of us …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
What’s Next For Online Customer Service?
Online customer service has been through a pretty rapid evolution. Initially it hardly existed because the early wave of …Read More
Six Insights For Your Voice Of The Customer Programme
I recently upgraded my LinkedIn account from free to the first rung of paying for the privilege. Apart from a new snazzy gold logo, I got …Read More
The Trouble With Zappos
Recently I had the good fortune to hear the Zappos story first hand. A rather jet lagged Alfred Lin, the Zappos COO and co-creator of the …Read More
