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customer service

Market Study :  Achieve better customer experience by improving technology systems and customer onboarding

Market Study : Achieve better customer experience by improving technology systems and customer onboarding

by on November 11, 2016

Forrester recommends 5 ways to win, serve and retain customers in this market study.

GMC commissioned Forrester Consulting to evaluate how financial services are improving their customer touchpoints including documents rendered both physically and digitally.

In conducting in-depth surveys with 150 IT and customer experience professionals, Forrester found that these companies are striving to achieve better customer experience by improving technology systems, improving customer onboarding, and ensuring the accuracy of customer data. [more…]

Customer Service : Widow who got an apology by ScottishPower after two years of blunders is now threatened with debt collectors

by on November 6, 2016

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Who comes first, the employee or the customer? … by Phil Davitt, NewVoiceMedia

Who comes first, the employee or the customer? … by Phil Davitt, NewVoiceMedia

by on August 8, 2016

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“They may be playing games on paying their UK tax bill but their customer service is top of the pile”

by on January 30, 2016

"They may be playing games on paying their UK tax bill but customer service is top of the pile" On customer service Amazon heads a new list with a score of 86,66

John Lewis has lost its crown as best British company for customer service and has toppled out of the top three for the first time in seven years.The retailer's score dropped from a chart-topping 87.2 to 84.9 this year, leaving it in sixth place on the semi-annual index from the Institute of Customer Service.

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Our digital marketing predictions for 2016   … Connecting Element

Our digital marketing predictions for 2016 … Connecting Element

by on January 8, 2016

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How to improve campaign response rates by 40% using Facebook

by on March 22, 2015

Author: Adam Williams, Managing Director of @DBSData DBS Data

Integrating Facebook advertisements as part of a ‘traditional’ DM campaign has become a well proven and low-cost lead generation, branding and direct response mechanism.

Uplifts in response rates in the region of 40% are not uncommon when social is included as part of a multi-channel campaign strategy, but still many marketers are not fully exploiting the opportunity.

For some marketers it is a lack of awareness, others are eager to get involved but are wary of stepping on people’s toes within the organisation. Who ‘owns’ social media is a debate that still rages in the corridors of many businesses with marketing,  press-office, customer service, HR,  IT and e-commerce teams all staking their rightful claim.

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@adconnectionUK latest tweets including ‘Customer Service’, ‘#OutdoorAdvertising’ and ‘Social Media at Live Events’

by on December 24, 2014

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World Retail Congress offers over 60 hours of focused, objective-led content across 3 days

by on May 2, 2014

World Retail Congress | A world of retail. A meeting of minds

Book your place today

The World Retail Congress @WorldRetail provides the critical context, new ideas and challenging thinking for senior retailers to understand the "new retailing" that is about to emerge from the global recession.

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Getting really hung up on EE/Orange customer service – Miles Brignall, The Guardian

by on April 23, 2014

I have been trying to sort out a problem that my mum has been having since she got her iPhone4 on a contract with Orange six months ago. It will not receive any mobile data, despite the hefty sum she pays monthly for her plan, which includes 500mb data.

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Storytelling : Want to know how Waitrose is winning at retail?

by on April 4, 2014

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