Recent posts by:
Steve Rosier
It’s been a long-held challenge for workforce planners to adequately staff up their organisation for the ‘lunch-time rush’. Late morning to early afternoon has typically seen consumers diving for the phone en masse in a bid to contact their service provider at a time deemed ‘convenient’ by social ...
We’ve always been advocates of customer service and are true believers that providing customers with a positive experience does impact your bottom line. There are many examples of organisations we’ve worked with, which reaffirms our position, but the most striking example came from one of our ...
When it comes to understanding your customer, organisations have the onerous task of managing the multiple platforms and streams of insight that customers post, tweet, blog and of course, call through to the contact centre. But what sits behind the customer communication – what is really driving ...
In the current competitive landscape the customer experience is not only key to retaining a loyal customer base, but also to ensure your customers don’t damage brand reputation by voicing any negative experiences through public social media channels.
We’ve written before on this blog about the Power of Like – in particular the potential of the Like button to further consumers’ engagement with your brand on Facebook. Facebook has recently explored the integrity of a Like in this announcement, highlighting the increasing dangers of the ‘Robot ...
A Voice of the Customer programme is the process used for capturing customers’ expectations, preferences and experiences, with the goal of linking them to business metrics. It is one of those business initiatives that looks fabulous when judged by the results other companies have gained, but which ...
Social networking has changed the way brands interact with consumers, allowing organisations to engage with their fans, shape their customer experience and benefit from peer influence. More importantly however, a recent study by comScore revealed that when used effectively, social media can provide ...
Scientists scrutinising the skies for signs of extra-terrestrial life have proposed a new device which may help find the answer to this perennial mystery. Looking at planets outside the solar system with a normal telescope – even a giant space telescope – is difficult, because the light from them ...
One of the biggest challenges faced by organisations today is that of listening to their customers across multiple channels. This video highlights the challenges organisations face in capturing feedback from all channels and how by not listening to the Voice of the Customer, or only listening ...
In a society with a double penchant for up-to-the-minute news and personal publicity, Twitter is the perfect medium of communication for many. Its 120 million active users range from pop stars to President Obama to Stephen Fry to just about anyone you care to mention. We know when they are eating, ...
In physics, the Uncertainty Principle says, in its simplest form, that one cannot look at something without affecting it. Since that applies only to subatomic particles, it doesn’t make much sense in the real world. However, to customer feedback professionals, the idea should be really quite ...

Subscribe to Email Updates