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How to use Facebook Pages for Customer Support – Part 2 25 Jan 2011 | 12:00 am
Before we go into the next part of this series on how you can truly integrate your customer support channel in Facebook Pages, I thought I would share with you another F-Commerce story from the past w...
How to use Facebook Pages for Customer Support – Part 1 17 Jan 2011 | 08:44 am
A couple of weeks ago you could not have avoided the news that Facebook had received another $500 million of investment. However, at the end of 2010, you might have missed the other news story that Fa...
What’s My Purple Goldfish of 2010? 1 Jan 2011 | 06:49 am
The Purple Goldfish Project was set up in 2009 by Stan Phelps to celebrate and spread the word of organisations that provide a great customer experience. As we come to the end of another year, I thoug...
What are your plans for 2011? 20 Nov 2010 | 09:05 am
I have this week spent an excellent few days at the Customer Experience Exchange in Monte Carlo. We had some excellent presentations from the likes of Cigna, Zappos, Orange, O2, Lego, Cabelcomm, to na...
How is globalisation affecting customer experience? 8 Nov 2010 | 02:52 am
A few months ago, I was on a panel at the Customer Experience Online event in London, where there were a number of delegates in the audience from country divisions of multi-national organisations, suc...
Predictably Irrational – Dan Ariely 4 Jul 2010 | 12:00 am
Dan Ariely explains how our decision making and our reasoning power are influenced by expectations, emotions and social norms. This book gives an introduction to behavioral economics. It is written fo...
Customer satisfaction is about the long term 7 Jun 2010 | 09:00 am
Last week, as I was not too well, (no sympathy needed) I went to a large pharmacy chain in the UK to get some medication near my office in central London. At the shelf with the desired products the s...
How to drive down costs and improve service? 7 May 2010 | 09:31 am
It is an age old question which we all hear time and time again but it can be done in a variety of ways and sometimes it can be done using solutions slightly differently to how a vendor may sell their...
How customers are complaining & its not about Twitter! 27 Apr 2010 | 06:30 am
Customers have been posting their complaints online since the conception of the Internet. Twitter and Facebook have brought it to a new generation of time sensitive Internet users. But what do custome...
4 UK companies doing well on Twitter 17 Apr 2010 | 08:27 am
Fat Face, a UK clothing brand recently announced that it was going to offer customer services via @fatfacedotcom on Twitter. Much of the coverage relating to customer services is based on US companies...
