This was a guest post that I did for Brandwatch, the social media and monitoring tools business, and originally appeared on their blog here. I have been collaborating with them on a piece of research around customer service and social media.
Our industry focus starts with the financial sector and, in particular, the high street banks.
As a result, we started a social media monitoring exercise from December 16th 2011 to March 16th 2012. Our objective was...
A recent piece of research from Clickfox got me to thinking about word of mouth, customer loyalty and customer service and if we should be thinking about ‘connecting the dots’ between them. In many cases and in many companies these three things can exist in isolation of each other.
However, the Clickfox research found that the best places to earn loyalty were at the point of purchase/service (49%) and at the point where a customer has...
This is the fifth of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses ‘build better relationships with their customers and their people’. You can pick up an electronic copy of the book for free by clicking on the THIRD button down in the left hand column or by clicking here.
The interviews were included to supplement my own thoughts and experience and add richness, depth...
Podcast: Download (Duration: 22:16 — 20.4MB)
Following on from my recent interview, The emotional component of customer experience: the next competitive battleground – Interview with Qaalfa Dibeehi of Beyond Philosophy, today I am privileged to share with you an interview I recently conducted with Gary Burnison, Chief Executive Officer...
Word of mouth marketing is a powerful weapon in any growth strategy. However, many people struggle to generate good word of mouth as hard as they may try.
Andy Sernovitz, the author of Word of Mouth Marketing, is an expert on the subject and suggests that when thinking about this and working up a plan to develop your word of mouth marketing you should think about 5 T’s:
In an ideal world when we have a problem with something we have bought most of us still would prefer it if we could pick up the phone and get through to someone straight away at any time of day or night. Right?
However, waiting in a queue when you call customer services seems to be a fact of life these days. This is unfortunate, especially when we consider the negative impact queuing has on overall customer sentiment and the customer experience when we are made to wait.
It’s not the fault of the customer but, in many cases, it is the customer who suffers.
Despite this negative impact, I believe that many large companies are not yet...
This is the third of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses ‘build better relationships with their customers and their people’.
The interviews were included to supplement my own thoughts and experience and add richness, depth and context. In the interviews, I asked them what they have done to drive their business’ success, customer focus and how they have built their employee and customer engagement.
The first interview was with Andrew Beale of Beales Hotels and is featured in Longevity of ownership and staff service are two main keys to building customer retention and loyalty The second interview was with Stephen Waddington of...
This post came about following my own experience and conversations with @adders and @thepaulsutton regarding PR agencies, blogger relations and blogger outreach.
We live in a world of influence. That’s not news. That’s the way it’s always been. The opinionated and opinion-makers have always been there whether they had an official office or position, expert status or not. There have always been amateur or enthusiastic or popular commentators and your customers, staff, partners and suppliers in whole or in part have always listened to them.
What’s...
Law firms have been getting a lot of attention in recent weeks. Whether it is about the level of service they provide to their clients, the number of complaints they receive or a lack of transparency in pricing. This has also been accompanied by news that deregulation of the legal services market in the UK has now come into force with the introduction of Alternative Business Structures (ABSs), which mean that any business can offer legal services, providing it’s granted a license by the Solicitors Regulation Authority (SRA) and employs at least one qualified lawyer.
The following are some of the articles that I saw that talk about many of these changes (I’m sure there are others):
In many of the articles that I read there was is some interesting debate about the difference between a ...
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