Listening platforms are core to social engagement. The volume and ubiquity of customers' social commentary means you need a finely tuned …Read More
Thought Leadership
Social Customer Service: Investing In The Right Leadership Style
Since all forms of social engagement are witnessed, the consequences of poor and excellent service are heightened. "No-one can hear you …Read More
Social Customer Service: Aligning With Other Customer Strategies
A social customer service strategy is an absolute must. There are too many interconnected pieces to make it up as you go along. Equally the …Read More
Why The P&Q Challenge Is So Relevant to Customer Experience Movers & Shakers
I just enjoyed the great pleasure of celebrating the third cohort to be accredited in the use of the P&Q strategic planning …Read More
What Getting Closer To Your Customer Really Means
I just wrote and delivered a webinar for Rant and Rave. Cool people with a great feedback platform. I also got the chance to listen to how …Read More
The Challenges Becoming A Digital SME
The reasons why SMEs use social and digital channels to engage with customers and prospects are not hard to find. …Read More
Multi-Channel Experiences: Why Contact Centres Are Failing
There is currently much focus on multi-channel experience. Technologists frame the challenge as a move from multi-channel to cross channel. …Read More
Social Customer Service: A Force For Change
Right now customers who engage via social channels for service are in a lottery. The odds on a good experience are mediocre. A great one is …Read More
What Digital Customer Engagement Really Demands
We are currently in the era of digital disruption. It is comparable to other great periods of social transformation, such as the Industrial …Read More
Performance and Quality – Core To Ongoing Customer Service Innovation
The P&Q challenge is a global first. It remains a unique experiment in sustained collaboration for the customer service industry. Unlike …Read More
