Monthly Archives: August 2015

Bright things for customer-obsessed brands #7

By | Bright things, customer experience | No Comments

A fortnightly round-up of bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT INSIGHTS Most brands ignore 7 in 8 messages on social media Read the report, or skip to the highlights.  10 investment priorities for heads of customer service. Among the top priorities for investment are; customer feedback, multi-channel integration and quality and customer satisfaction management.  Download the report here (sign in required). BRIGHT IDEAS Are you recruiting customer-centric staff? The story of Nationwide’s service culture based on PRIDE – principles which underpin recruitment, retention and the importance of embedding cultural change.View the video here. 7 tips…

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Does your social media customer service measure up?

By | customer service, Social Media | No Comments

Social media customer support is now something most businesses and organisations offer to one extent or another. In many cases social media servicing is just something that has happened because customers started sending queries on Twitter and Facebook. Usually the marketing or comms team starts to notice these and respond. Demand grows and the customer service team are drafted in to start dealing with support issues, often with little specialist training in social media best practice or etiquette. Worse still, in many businesses customers are still passed back into traditional channels to get their issues resolved. It’s all very ad hoc…

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