Category Archives: Bright things

Bright things for customer-obsessed brands #11

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A round-up of bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT IDEAS Social media-informed digital clothing rail launches as part of campaign to boost towns fortunes through digital A ‘live feed’ digital clothing rail  shows when an item on the rail is trending – or not – on Facebook or Instagram. I love this effort to create better customer experiences in high street shops. They won’t stick around much longer if they continue to be excluded from digital transformation. More of this please!  BRIGHT INSIGHTS The social customer is a maverick – they don’t play by the…

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Bright things for customer-obsessed brands #10

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A round-up of bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT IDEAS Swisscom bolsters its in field social customer care through crowdsourcing [by Adrian Swinscoe] Love this idea to help large organisations tap into the sharing economy “to help large orgs crowdsource customer service and build extend service communities by empowering an organisations customers to help other customers in the field, at their homes and in real time”. Conversocial powers social customer care on Facebook Messenger Recent changes from Conversocial helps organisations provide end-to-end social customer service by integrating directly with Facebook Messenger. This means orgs can talk…

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Bright things for customer-obsessed brands #9

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A round-up of bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT INSIGHTS Providing great customer service, across all digital channels Luke Porter, DigiDesk, argues the need to create consistency across all customer touch points and how it can be done. There are two key takeouts – internal silos create a disjointed experience and joining up the conversation between channels is crucial to seeing the customer as a whole. Value of trust A quick reminder of a crucial concept from Paolo Fabrizio. I like the snappy video too. “Building trust with your customers means investing in long-lasting,…

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Bright things for customer-obsessed brands #8

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A fortnightly round-up of bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT INSIGHTS FOR CUSTOMER-OBSESSED BRANDS The challenges and benefits of omnichannel customer service  Some good stats here including; “74% of consumers identify word of mouth as a key influencer in their purchasing decision” and a it on how BT saved $3.1 million per year by adopting a more social media-centric approach to its customer service – WOW. More insights from Brandwatch here. Why social customer service is a sliding door How can you make your brand more accessible to customers and maintain excellent customer experiences through multiple…

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Bright things for customer-obsessed brands #7

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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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Bright things for customer-obsessed brands #5

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A fortnightly round-up of bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT INSIGHTS Social Customer Care: Do Millienials Really Matter? A great piece from Guy Stephens on the disconnect between the thinking of a CxO, the way orgs are structured and the way the customers buy, communicate, engage, complain, interact and experience. Read up. 10 ways Amazon has changed customer service in 20 years “Back in Amazon’s early years, the company was a small yet innovative bookseller, providing little indication that it would one day grow into the e-commerce behemoth that it has become. Today, Jeff…

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