Clik here to view.
Coping with online company crises
Image by yum9me via Flickr The theft of personal data from up to 77 million users of Sony’s PlayStation Network is obviously headline news, particularly as it follows similar security breaches at the...
View ArticleClik here to view.
Embracing the power of video customer service
Image via CrunchBase The advent of faster ways of connecting to the web means that it is now about much more than text. People are accessing an expanding amount of video content, as shown by the...
View ArticleClik here to view.
How satisfied are your customers?
Image via Wikipedia The Institute of Customer Service (ICS) has just published its latest UK Customer Satisfaction Index (UKCSI). Every six months the ICS surveys 26,000 UK adults and asks them...
View ArticleClik here to view.
Are you linking social media with customer service?
Image via CrunchBase The growth of social media over the past few years has been phenomenal, providing completely new ways of communicating for both consumers and brands. By giving everyone a voice it...
View ArticleClik here to view.
Bitter Apple?
Image by liewcf via Flickr Delivering consistently high levels of customer service is a constant balancing act comparing resources against demand. While it can be relatively easy to deal with a small...
View ArticleClik here to view.
Top tips for video customer service
From the BBC iPlayer to YouTube, video is one of the fastest growing ways for consumers to access content on the web. Faster broadband connection speeds and wifi on mobiles make video simple and quick...
View ArticleClik here to view.
CEOs and Customer Service
waterfall at bestbuy cambridgeside (Photo credit: paul+photos=moody) The majority of companies are aiming to deliver good customer service. After all, it is a well-proven fact that poor service loses...
View ArticleClik here to view.
The state of the UK online customer experience in 2012
There are lots of ways of measuring the customer experience, from First Contact Resolution rates to Net Promoter Scores. While these deliver useful data, companies also need to step into their...
View ArticleClik here to view.
Dealing with a customer service crisis in a 24 hour world
Modern consumer electronics are incredibly complex – essentially specialised computers that rely on the latest software to function. They need to interact with an increasing number of other devices...
View Article
