Is your organisation set up to deliver customer satisfaction?

08 April 2014

Last week I attended anInstitute of Customer Service eventto mark the launch of its latest research entitledStructures for Successat the Royal Society in London. A great venue and the content...

Treat Social as a Layer, Not a Channel

07 April 2014

I had the pleasure of attending 451'sHosting & Cloud Transformation Summitin London last week and listened to their social guruMatt Mullen. Unfortunately for Matt he had the worst slot of the day,...

5 Steps to Improve Social Customer Service

13 February 2014

How much do you 'love' your social customers?

It's Valentine's Day and generally at this time of year we start to look for the best ways to spoil our loved ones. So, getting into the spirit of...

2014: The year of Social Customer Service Optimisation

22 January 2014

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7 Critical Social Media Challenges for Contact Centres

02 December 2013

For the uninitiated,integrating social mediasuccessfully into the contact centre can be a daunting and complex task. Sentiment has helped some of the UK's leading brands to develop effective...

KLM Serious About Social Customer Service

26 November 2013

Earlier this weekKLMairlines introduced a live 'wait ticker' to their Twitter account, allowing customers to see how long they can expect to wait for a response.

KLMhave long been front-runners in...

Re-think Your Contact Centre as a Knowledge Centre

21 November 2013

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Is your contact centre ready for a social media Christmas?

12 November 2013

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Who are the UK's top 3 Companies for Social Customer Service?

03 November 2013

Earlier this week,CallCentre.co.uk announced the most outstanding business leaders in customer service for 2013. Within their list of the top 50 performers were the 'Top three companies for social...

3 Ways to Prove you're not a Social Customer Service Dummy

25 October 2013

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