Category Archives: Customer Service

Highlights from the 2011 Best Experience Brands Global Study

Posted on December 13, 2011 by

Author : Maz Iqbal I have read the Best Experience Brands report published by Jack Morton Worldwide and want to share the highlights with you.  For the purposes of the report and this post a ‘Brand Experience” is defined as … Continue reading →

Posted in Branding, Case Study, Customer Service | Tagged , , | View Comments

Where do I start with my Customer Experience programme?

Posted on August 2, 2011 by

One of the questions that comes up again and again is where do I/we start on improving the customer experience?  Well you can put in place a VoC platform and wait for the results to come in and then act.  … Continue reading →

Posted in Business Communication, Customer Service | View Comments

Seth Godin : Why are so many things broken?

Posted on June 27, 2011 by

Seth Godin gives a tour of things poorly designed, the reasons why they are that way, and how to fix them. Very entertaining talk, lot of hidden insights and opportunities.

Posted in Customer Service, Management, Product Design | View Comments

What is this beast called “customer focussed strategy”?

Posted on May 30, 2011 by

I came across this post by Becky Carroll and it got me thinking and I’d like to share that thinking with you.  This post is rather long, technical in parts (though I have made an effort to keep it simple … Continue reading →

Posted in Customer Service, Marketing, Strategy | View Comments

Ramblings and useful reminders on customer-centricity

Posted on May 23, 2011 by

Caring for existing customers is a new construct for large companies The focus of the largest most successful companies has been on attracting new customers.  Caring for new customers is relatively recent invention and a new construct for these companies.  … Continue reading →

Posted in Customer Service, Marketing | View Comments

Five Powerful Elements of Customer Engagement

Posted on May 23, 2011 by

People are real, they don’t want to be a number. But they want a relationship that works best for them. View more presentations from John Merritt

Posted in Business Communication, Customer Service, Marketing, Process, Sales | View Comments

Are you confusing marketing focus with customer focus?

Posted on May 16, 2011 by

Here is what the latest Forrester reports says on loyalty schemes I just read a piece by marketing week that discusses the key findings of the latest Forrester report on customer loyalty schemes.  Here are the key points that speak … Continue reading →

Posted in Customer Service, Marketing | View Comments