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Customer service? There’s an app for that

Image via CrunchBase Last week Apple announced record quarterly results, with revenues of nearly $30 billion. The figures include sales of 9.2 million iPads, triple the number sold a year ago. Apple...

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Bitter Apple?

Image by liewcf via Flickr Delivering consistently high levels of customer service is a constant balancing act comparing resources against demand. While it can be relatively easy to deal with a small...

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Spare a thought for BlackBerry customer service

Image via Wikipedia If you work in customer service, you’ve got to feel a bit of sympathy for BlackBerry maker Research in Motion (RIM) after the customer service disaster that befell it this month....

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Tesco, pricing and the iPad

tesco slough (Photo credit: osde8info) The launch of the new Apple iPad has dominated many sections of the media over the last week as retailers and rivals have tried to capitalise on the buzz around...

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Could voice-controlled mobile customer service be the future?

Image via CrunchBase News is emerging that Nuance, which supplies speech recognition technology to the Apple iPhone’s Siri voice activated personal assistant, is introducing a voice-controlled mobile...

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Apple’s Customer Service Genius Manual

Apple Store, North Michigan Avenue, Chicago, IL (Photo credit: Wikipedia) The move to ecommerce coupled with the recession means that many physical shops are struggling to stay afloat. However Apple is...

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The death of HMV and the online customer experience

This has not been a good week for the High Street, with iconic music retailer HMV joining camera group Jessops in administration. It also marks a watershed moment when it comes to physical music and...

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Measuring brands on social customer service

The need for customer service teams to embrace social media is growing, as more and more consumers use the likes of Twitter and Facebook to ask questions, complain and share their experiences of...

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Lifting the gloom on the High Street

Amidst all the bad news on the high street there is one bright spot when it comes to physical retailing – the shopping centre. Despite national figures that show 1 in 7 British shops are currently...

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Chat overtakes text – what it means for customer service

Figures released this week show that for the first time more messages were sent through instant messaging chat apps (such as WhatsApp) than SMS text. The research, from analysts Informa, found that 19...

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Integrating showrooming into the customer experience

Sales on the High Street continue to be squeezed by online rivals – and the growth of smartphones is opening another front in the battle for revenues. Increasingly shoppers are using mobiles while...

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Driving the customer experience

What is good service worth? For US Mercedes-Benz dealers it’ll be a share of a cool $60m in 2014. The automotive giant is rewarding dealers that earn high customer service ratings as part of a number...

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Mobile World Congress – four trends that impact customer service

The explosive growth of smartphones and tablets has had an enormous impact on customer service and the customer experience. Mobile devices allow consumers to find information or interact with companies...

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What are the 4 key attributes of successful customer engagement?

In an era of increased competition and more demanding consumers, engaging with customers is critical to driving a long term, loyal relationship. Engagement moves beyond transactional, potentially...

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The changing face of the high street

We’re used to stories of doom and gloom on the high street. The combination of the internet, out of town superstores and the recent recession have decimated the number and range of shops available in...

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