Why WhatsApp and Facebook Messenger are the future of customer communication

This is a guest post from Pascal van Opzeeland from Userlike You’re likely spending large chunks of your day on messaging apps like WhatsApp or Facebook Messenger. BusinessInsider reported that messaging apps have overtaken social media platforms in usage hours. And according to a report by Comscore, 91% of our online time on desktops and mobile is spent on messaging apps. Messaging has clearly developed into the dominant mode of private communication. Most business to customer communication, however, is still

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Why every business should be hugging their haters – Interview with Jay Baer of Convince & Convert

Today’s interview is with Jay Baer, best-selling author, speaker and President of Convince & Convert, a strategy consulting firm that helps companies through the smart intersection of technology and customer service. Jay joins me today to talk about his new book: Hug Your Haters: How to Embrace Complaints and Keep Your Customers, why complaints are a key way to help you keep your customers, the different type of complainers that exist and how to deal with them. This interview follows

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Millennials and how they engage with insurance companies – Interview with Dr Paul Redmond

Today’s interview is with Dr. Paul Redmond who is a leading expert on generations and the graduate labour market. Dr. Redmond joins me today to talk about a report that was recently released by Capgemini and Pegasyatems that looks at how UK millennials are engaging with insurance companies, how important social media is in that context and the lessons that can be learned from learned from the research. This interview follows on from my recent interview – Improving B2B customer

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Text messaging: a customer service channel whose time has come – Interview with John Huehn of In The Chat

Today’s interview is with John Huehn, founder, President & CEO of In The Chat, a social media sales and customer service company, that is aiming to make text message and social customer service easy with their software. John joins me today to talk about how text messaging as a customer service channel doesn’t get the press that it deserves but that it can offer great benefits to businesses that implement it as a channel. This interview follows on from my

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A conversation about customer service and customer experience – Help.com Interview

View image | gettyimages.com This interview was originally published on Help.com. Help.com recently had an opportunity to catch up with Adrian Swinscoe. Adrian is a customer service and customer experience consultant who uses his unique perspective on customer service and customer experience to help companies improve. His unique take on customer service and customer experience comes from the fact that he’s an economist by trade. He uses that perspective educate companies on the important of being efficient and easy to

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Great service, great coffee and great people creates loyalty – Interview with Nick Barlow of Small Batch Coffee

Today’s interview is with Nick Barlow, who is in charge of Creative and Media for Small Batch Coffee – a Brighton based (and local to me) ‘Boutique Coffee Roaster’ who sell coffee online (retail and wholesale) and also operate 7 coffee shops/vans around Brighton, Sussex. Nick joins me today to talk about the Small Batch Coffee, their story, social media and how they have used it to serve their customers, solve their problems and build better relationships with them. This

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Abandon email as a customer service channel at your peril

When it comes to customer service and the channels that businesses use to serve their customers, most of the talk in the marketplace is about self-service, smartphone apps, social media etc etc. All of which, I think, are really exciting and useful and these new channels are pushing the boundaries of how customers can get and receive better customer service. However, when you fight your way through all of the “talk” and look at the data about how customers are

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It’s not about the channels in your support, it’s about the support in your channels – Interview with Girish Mathrubootham of Freshdesk

Today’s interview is with Girish Mathrubootham, who is founder and CEO of Freshdesk, an online customer support Saas software solution. Girish joins me today to talk about how to turn customer service into a marketing opportunity/asset. This interview follows on from my recent interview: Most websites fail to facilitate the customer journey – Interview with Mark Lancaster of SDL – and is number ninety-two in the series of interviews with authors and business leaders that are doing great things, helping

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Improve your social customer service, by all means, but improve your operations first

Just before Christmas a friend of mine tweeted me the following: One for your blog @adrianswinscoe how not to manage a facebot page https://t.co/2bE3MYpIeO On investigating the link, I found that a person by the name of Tamlin Magee had sent Domino’s Pizza the following message: hello domino’s pizza. i was thinking about eating your pizza the other day and felt immensely ill, i think it must have been something i thought of at domino’s, because i hadn’t thought about

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