5 key takeaways from the 2017 Institute of Customer Service UK Customer Satisfaction Index

11 September 2017

According to the latest report from the Institute of Customer Service, customer satisfaction is now at its highest level ever. Sounds good. But customers are continuing to run into problems and...

5 steps to improve social customer service

18 May 2017

Recent statistics show providing high quality social customer care is linked to improved customer satisfaction and retention.

Customers expect a fast, friendly and efficient response across...

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,...

7 Critical Social Media Challenges for Contact Centres

02 December 2013

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

Banking on social CRM

24 May 2013

Social media and the financial industry... you may think they are like chalk and cheese. However as more and more companies start to bring this new digital technology into their marketing...

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