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customer service

Question for Dominic Trigg, Rocket Fuel / Why are you so certain about the growth in video?

by on November 23, 2013

Five Questions for Dominic Trigg, Rocket Fuel - Exclusive to theMarketingblog

1. Why are you so certain about the growth in video and what role do you see the creative directors playing?

2. What are your thoughts on the cookie issue and how will Rocket Fuel handle any challenges in that area?

3. Why have you majored on customer service?

4. Why do you place so much importance on customers who come back?

5. Crystal ball time. What’s going to happen in the mobile area over the next year? [more…]

10 errors that are hindering companies from providing superior customer service / Paul Clark, CEO of Charter UK

by on October 10, 2013

National Customer Service Week is an excellent way of highlighting Britain’s customer service heroes. However, there are still many companies that are clearly getting their customer service efforts wrong.

Paul Clark, CEO of Charter UK, reveals the Top 10 errors that are hindering companies from providing superior customer service on a consistent basis.

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This infographic reveals the real impact of poor customer service / NewVoiceMedia

by on September 13, 2013

The effects of a good and bad customer experience

The modern customer is changing the world of customer service. As well as using more channels for communication, they won't hesitate to switch companies following an inadequate experience and are increasingly taking their revenge online.

This infographic reveals the real impact of poor customer service, taken from an independent study carried out recently for NewVoiceMedia.

NewVoiceMedia is a leading provider of true cloud contact centre and voice solutions, enabling businesses of all sizes to deliver a personal and unique customer experience, quickly and securely. [more…]

“Probably chopped his small todger off with one swift swirl of his sword!” / A ‘train strain’ rant from Jon Davey

by on April 24, 2013

Jon Davey writes ...Just got back from a great weekend in Harrogate seeing the family… I wonder how St George would have responded to the dragon I met on the train coming back… probably chopped his small todger off with one swift swirl of his sword!

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Guest Post : An increasing number of consumers now visiting more than four different supermarkets in any one month for groceries

by on March 4, 2013

New shopper marketing research

Shoppers are sounding the death knell for the traditional weekly shop, with an increasing number of consumers now visiting more than four different supermarkets in any one month for groceries, according to research by St Ives Group.

The study, which throws the spotlight on people’s motivations for choosing specific supermarkets and products, has identified the ‘promiscuous shopper’ who visits a different store every week, driven by a desire to find the best prices and offers, with people going to 4.14 stores per month on average.

A third of people surveyed also said they had tried completely new stores in the past year.

[more…]

Research : UK customer relations like loveless marriages

by on February 13, 2013

Survey reveals British companies are failing to reignite the spark

British companies are failing to keep the love alive with customers, according to a St Valentine’s Day survey from Strativity, a leading customer strategy firm. In a poll of 402 managers and directors, 69% feel they are either in an open marriage or in an on-again-off-again relationship. Any loyalty from customers is due to inertia, not delight.

[more…]

Which Survey – ‘The nations best and worst energy companies’ / Comment by Paul Clark, CEO of Charter UK

by on January 24, 2013

Paul Clark, CEO of Charter UK, the enterprise complaints and feedback specialist, comments on the Which? survey revealing the nations best and worst energy companies.

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#SMWF Europe / Who else wants to find out about the latest in brand engagement, monitoring, ROI, advertising and community management?

by on January 13, 2013

SMWF Europe

Digital, Online & Mobile Marketing Conference London
  • The fifth annual #SMWF Europe will be the biggest show yet, gathering around 700 industry professionals; delivering experience and practical, hands-on guidance from a huge collection of the world's leading marketing and business minds.

The event is ideal for those looking to embrace the latest in brand engagement, monitoring, ROI, advertising and community management. Conference content is designed to be interactive, presenting the latest social media thinking and allowing delegates to fully engage with session, speakers and each other.

If you would like to find out more information about #SMWF, or would like to discuss opportunities to get involved, get in touch! +44 (0) 117 973 23 53

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Which shoppers are most likely to tell their friends if the retailers at which they shop let them down?

by on November 22, 2012

Steve Smith's picture

Steve Smith writes .. Yesterday I began looking at the importance of customer service. Data shows that some retailers need to work harder than others to earn people’s recommendations.

People who do most of their shopping at M&S Food, Aldi or Lidl are most likely to tell their friends if these retailers impress them, whilst Waitrose, Tesco and John Lewis shoppers are least likely.

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