Customer Service

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 11.08.2016 | 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 01.07.2016 | 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 30.06.2016 | 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 21.04.2016 | 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 11.04.2016 | 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 27.01.2016 | 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 26.01.2016 | 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 11.12.2015 | 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.

Get The Grumpy Unfriendly Library Staff Out! (... For Our Children's Sake!)

J.N. Paquet | Posted 09.10.2016 | UK Politics
J.N. Paquet

Nothing does or will ever justify public library cuts and school library cuts. Library cuts are unacceptable in the twenty-first century, in a modern country like Britain, and they should simply be made unlawful!

We Should Never Stop Complaining!

Edward Adoo | Posted 03.09.2016 | UK
Edward Adoo

It's the expectation for everything to be done in the right way. Yes things do go wrong, that cannot be helped. We are human and things are bound to g...

Here's Why Tesco 'The Brand' Could Use A Little Help

Suzanne Hoare | Posted 24.06.2016 | UK
Suzanne Hoare

My sister just got back from Tesco. "Something weird just happened," she said. Little did I know 'something weird' would involve a red pepper. "I ...

Wearables Are Here to Stay and They're Changing Our Relationship With Brands

Garry Veale | Posted 19.05.2016 | UK Tech
Garry Veale

They're finally in store and on people's arms. Proud owners seem to gather a crowd of admirers, hanging off their wrists wherever they go, and gossip blogs are wondering which celebs have one. I'm talking about the Apple Watch, of course...

In The Era Of The Democratised Customer, What Kind Of Customer Service Do You Prefer?

Alistair Niederer | Posted 02.06.2015 | UK
Alistair Niederer

For the past few years I have been blogging about how far and how fast customer service has changed. A decade ago companies would give you a phone num...

Are You Being Served? Supermarket Customer Service Reviewed By... You

Ben Stockman | Posted 18.05.2015 | UK
Ben Stockman

Unlike many consumer reports which tend to focus on price and other elements, a new report written by customers, for customers has named Morrisons top supermarket for customer service...

What's Going to Make Quad Play Pay-off for Telecoms Companies?

Robert Williams | Posted 05.05.2015 | UK Tech
Robert Williams

Whether it's discussing a service over the phone or an engineer installing a solution at a customer's house, everyone working for the company is a brand ambassador and the end user shouldn't be able to notice a difference in the levels of service.

Restaurant Responds To Hen Night's Complaints In VERY Unflattering Way

The Huffington Post UK | Ryan Barrell | Posted 03.03.2015 | UK Lifestyle

A Manchester restaurant appears to have deleted its social media accounts after they launched a vicious tirade in response to a scathing one-star revi...

When Was The Last Time You Actually Enjoyed Calling A Contact Centre?

Alistair Niederer | Posted 28.04.2015 | UK
Alistair Niederer

This move to customers using multiple channels at all times has been supported further by the prevalence of smart phones. Internet access from almost anywhere is easy today and the culture of engagement has been accelerated because of this.

TV Company Has Customer Service Nightmare After Calling Woman A 'C***'

The Huffington Post UK | Ryan Barrell | Posted 20.02.2015 | UK

A woman has been left seething after receiving a letter from her cable television provider dubbing her a very nasty word. Esperanza Martinez, of Or...

Start-ups Will Bring Consumers Higher Levels of Service This Year - Benefiting All of Britain

Chris Ciauri | Posted 28.03.2015 | UK Tech
Chris Ciauri

Word-of-mouth is still the best way to grow a business, and with social media, there's never been a better time to encourage people to share their strongly positive experiences widely. Each customer can influence tens, even hundreds of people nearly effortlessly.