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 around them to provide consumers with the experience they are looking for. And to compete with other vendors, manufacturers have to continually develop their functionality, which often means updat...
As companies embrace fast-growing channels such as social media there’s a perception that these essentially replace older methods of communication. In some cases this is true, but it is important to realise that consumers don’t automatically move to new channels just because they are there. After all, if that was the case no-one would be calling your contact centre any more.What consum...
Despite the fact that millions of people now regularly use social media, many brands have been slow to embrace it as a customer service channel. But now there are signs that some companies may be starting to get the message about the importance of social customer service.According to a new survey, around 80 per cent of consumers who have contacted a brand through social media received a resp...
Tickets for the 2014 Commonwealth Games have just gone on sale, and organisers are reporting high demand. The 11 day games, which begin on 23 July 2014, will see 4,500 athletes from across the world compete in 17 sports across 14 venues in Glasgow. Given the overwhelming triumph of the London 2012 Olympics, Glasgow will be hoping for a similar success story, boosting the Scottish economy and inspi...
At long last the UK economy seems to be improving. Figures from the Office of National Statistics show growth of 0.6% in Q1 2013 and the CBI is forecasting an increase of 1.2% over the whole year. Other recent surveys have shown positive results in manufacturing, housing, services and construction.Obviously this is all good news, but how does it affect customer service teams? After a prolonged per...
Over the last ten years customers have become less and less likely to put up with poor service. Social media provides a platform to air concerns and the internet and deregulation of many industries has opened up a much wider choice of providers. So, if you don’t like your existing supplier it is theoretically easier to take your business elsewhere.However while switching in some industries (...
Delivering a straightforward yet engaging customer experience can be a major challenge in complex, highly regulated markets such as insurance. Companies need to make sure that customers understand what they are buying, but at the same time ensure they comply with stringent regulations. And while the majority of the industry has moved to internet-based selling of insurance there can be an enormous ...
Sir Stelios Haji-Ioannou, founder of Easyjet has just announced he’ll be launching a new, low cost, supermarket. The first easyFoodstore will open in Croydon and will offer a limited range of tinned and packaged goods, avoiding selling products from big brands and focusing on day to day foodstuffs.While the grocery business appears crowded, the trend is for the market to become increasingly ...
New research from Social Bakers seems to point to a major step forward in social customer service, with more and more companies answering questions posed to them on Facebook and Twitter. Brands have more than doubled their response rates between Q2 2012 and Q2 2013, up from answering 30% of questions to 62%. Back in 2011 the figure was just 5%.Airlines led the way, answering 79% of queries, follow...
Sales on the High Street continue to be squeezed by online rivals – and the growth of smartphones is opening another front in the battle for revenues. Increasingly shoppers are using mobiles while in-store to showroom, testing products and comparing offline and online prices before choosing where to spend their money.Research from TNS demonstrates the scale of showrooming – but also wh...