Tag: Customer Experience

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HEY , Where are you? – Why your company needs to Google itself

I recently explained to a group of managers why they should google themselves. After the initial “what, me? I’m not famous!” responses,  they see their search results , look intrigued, and then get it – the dangers of a badly curated digital footprint. But although many of us have gotten into the habit of doing ...

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Do You Love Your Customers Enough To Follow Them Back?

“We are a live, work, play company. When we first started using Twitter, it was a way we could stay connected while also helping our customers if they needed it.” This quote comes in an article I shared about Zappos , the online shoe and clothing store. It says a lot to me about customer engagement. ...

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Disrupt your Industry. Or be Disrupted.

A customer called us recently. His call was answered really quickly. A repair was needed to his home. His problem was diagnosed with just a couple of questions. He was given a time and date for the repair. He was told it would be in two weeks time  – a part was needed that wasn’t in stock. ...

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Bridging the Digital Divide – Project e-Bromford

I read an article today about “apple babies”. That’s kids under the age of two who automatically try to use a touch screen when handed a phone, conditioned as they are to expect that if something has a screen it should be capable of manipulation. There are clips on YouTube of japanese kids trying frantically ...

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