Customer Service

B&Queue

Tash Walker | Posted 07.06.2017 | UK Comedy
Tash Walker

In my life, I have not once shouted at a complete stranger in public. If someone was shouting in a shop or restaurant I would usually judge them as...

What Irritates You And Makes You See Red? The Value Of Ranting

Pam Warren | Posted 30.03.2017 | UK Lifestyle
Pam Warren

This month over on my website I've been having a bit of a rant! I must say I've found it quite therapeutic and it got me thinking about how, we Britis...

Turn To A Chatbot - Your Customer Service Companion

Dean Withey | Posted 20.03.2017 | UK Tech
Dean Withey

In this age of ever-changing tech, consumers want a quicker, easier and more personal experience when dealing with brands. Now, consumers are enjoying the fastest way to reach a brand the world has ever seen - chatbots.

Taking The Blame

Paul Clayton | Posted 16.03.2017 | UK Entertainment
Paul Clayton

The taxi driver who turned up 20 minutes late one morning to take us out on an excursion. Not his fault as the traffic had been particularly bad, but as soon he was out of the car, he walked straight over to us to apologise for keeping us waiting. By the time we sat in the car, we were assuring him that it didn't really matter.

Flyers Expect Support And Communication In Times Of Need

Bhupender Singh | Posted 01.03.2017 | UK Tech
Bhupender Singh

Solutions may be found in the form of next generation technology that helps to streamline the customer service process and fast track communication with travellers during difficult circumstances.

Abolishing Yourself - Time To End The Procrustean Bed Of Customer Service

Dmitry Bagrov | Posted 28.02.2017 | UK Tech
Dmitry Bagrov

This is no way means an end to all customer interaction. That is here to stay. This means the creation of a better approach, which moves customer interaction away from the flawed model of today towards a more useful set of interaction for both the client and the company. To achieve this would require two solutions.

The Technology World's 'Groundhog Day' Challenges

Jon Lucas | Posted 06.02.2017 | UK Tech
Jon Lucas

Whether it's providing more reliable products and services that are less vulnerable to security threats, failures or human error, reducing downtime would address one of technology's consistently high cost weaknesses.

Technology Is Creating Jobs, Not Just 'Stealing Them'

Matty Mariansky | Posted 23.01.2017 | UK Tech
Matty Mariansky

Technology has been "stealing our jobs" since at least the Bronze Age, so it's surprising after all these years that any of us have a job to go to in the mornings. The tired old trope of machines stealing the bread from our children's mouths has been trotted out at intervals since the time of Ned Ludd (at least), and the reason it keeps getting an airing is simple: it plays on our fears and insecurities - and it makes great copy. This does not, however, make it true.

Top 10 'Dog-Ate-My-Homework' Excuses For Late Tax Returns

The Huffington Post | Paul Waugh | Posted 10.01.2017 | UK Politics

Yacht fires, pesky wasps and children’s scribble are among a string of ‘dog ate my homework’ excuses from the public for late tax returns, HM Re...

Checkouts Are Dead, Retail Is All About The Experience

Daniel Maurice-Vallerey | Posted 19.12.2016 | UK Tech
Daniel Maurice-Vallerey

With the advent of a new generation of payment terminals that make it possible to deliver the type of interaction during in-store transactions that customers are now expecting and retailers want to deliver.

Removing Compliance Barriers To Social Media

Mark Gossington | Posted 05.12.2016 | UK Tech
Mark Gossington

Financial services companies cannot afford to overlook social media because it is challenging. Customers are on social media. They want - and will - use social media to communicate, and therefore companies must be prepared to communicate on these channels too.

Better CX Tools For Twitter: Too Little Too Late?

Mark Hillary | Posted 24.11.2016 | UK Tech
Mark Hillary

Customers have been extensively using Twitter to contact brands and ask for support for at least five years so it's surprising that they took this long to improve the interface. It was only recently that they removed the need for users to be following each other to send DMs, which was a major issue for brands that wanted to support customers using Twitter.

The Customer Is Now In Charge!

Mark Hillary | Posted 18.11.2016 | UK
Mark Hillary

Customers and stand-up comedians usually still think of the customer service process as difficult. The long waits on hold and the inability of custome...

The Hospitality Pandemic - Are You Infected?

Giles Gordon-Smith | Posted 26.10.2016 | UK Lifestyle
Giles Gordon-Smith

Everything seemed to be going so well, and then it happened again. "ENJOY". Nothing with it, other than perhaps an exclamation mark - "ENJOY!". You've heard it too, right? You must have done, it's everywhere; from London to LA and back again the long way around, that word echoes through our industry.

Passionate, Perfectionist Or Stingy? What Is Your Feedback Persona?

Dr. Raian Ali | Posted 26.09.2016 | UK Tech
Dr. Raian Ali

In a globalized, open and competitive market, it may be argued that online feedback becomes a necessity rather than an option. It is becoming harder and more expensive to predict who will be using a service or a product and their various preferences and contexts of use.

Angry Man's 4-Hour Rant Is A Hilarious PR Disaster For Virgin Media

The Huffington Post | Aubrey Allegretti | Posted 22.08.2016 | UK Comedy

We’ve all had problems with our Internet connection. And some of us have been driven to despair cancelling our contracts because of said problems. ...

The Five Essentials of Great Social Customer Service

Tamara Littleton | Posted 11.08.2017 | UK Tech
Tamara Littleton

As long as social media is around, we're going to use it to complain, to ask questions and to give feedback. While brands will always have the option of ignoring our posts, they run the risk of alienating their own customers when the do so. Great customer service doesn't start with reaction, but the way brands react when things go wrong tells us a lot about the truth behind the image.

Customers Now Prefer Shopping Online To In-Store

Mark Hillary | Posted 01.07.2017 | UK Tech
Mark Hillary

I have been reading several research reports from both sides of the Atlantic recently that talk about how customers are starting to favour the online shopping experience over the real, in-store experience. How could this be? Haven't retailers always found that some customers prefer to see and touch products before purchasing?

Hacienda Petac ~ Where Petals Promise Peace and Paradise

Harmeet Kaur Sidhu | Posted 30.06.2017 | UK Lifestyle
Harmeet Kaur Sidhu

We did not know it at the time, but as we drove through the open gates of Hacienda Petac, we were entering an embrace with Paradise.

Will Millennial Customers Demand A Better Experience?

Alistair Niederer | Posted 21.04.2017 | UK
Alistair Niederer

One of the key drivers of change in the way that customers expect service is that the millennial generation is becoming so dominant in society. These are the people born from 1980 up to the millennium who are now university age up to their mid-thirties.

Will Sainsbury's or Amazon Win The Battle For UK Groceries?

Mark Hillary | Posted 09.04.2017 | UK
Mark Hillary

I was surprised to see that the Wall Street Journal reported negatively on the takeover of Home Retail Group (including Argos) by the supermarket gian...

Customer Service and What It Is Important to Leave Your Desk!

Lauren Riley | Posted 23.01.2017 | UK
Lauren Riley

If any of you are following me on social media, you will have no doubt seen that I have been doing a LOT of traveling with my business recently. I tho...

Customers Still Unimpressed by the Cold Shoulder From the 'Big Six' Energy Suppliers

Henning Ogberg | Posted 25.01.2017 | UK
Henning Ogberg

It seems that the unseasonably mild temperatures that dominated December, with their associated sights of unsettling oddness such as daffodils blossom...

The Invaluable Art of Hospitality

Sarah Wauterlek Pierson | Posted 10.12.2016 | UK Lifestyle
Sarah Wauterlek Pierson

I cried a little when we left our tropical vacation. As the seaplane ascended into the cloudless blue sky leaving the sparkling waters below, a tear formed. Normally embarrassment would keep me from admitting this.

Avoiding the Pitfalls of 'Regretful Tuesday' Following a Weekend of Frenzied Sales

Henning Ogberg | Posted 27.11.2016 | UK Tech
Henning Ogberg

Joining the likes of Barbie and Beyoncé, the hamburger and powered flight, it seems that Black Friday and Cyber Monday are two more American imports that have taken up a permanent berth in the British consciousness.