April 20, 2011 April 20, 2011The growing search for human contact in customer experience and customer serviceOver the last few weeks, I’ve had a couple of conversations with the folks across at Adobe about what they are up to in the customer […]
April 15, 2011 April 15, 2011Why are UK companies a long way behind their US counterparts when it comes to engaging with their customers via social media?Often I hear complaints from companies in the UK that they are finding it increasingly hard to keep up and to engage with their customers, deal […]
April 1, 2011 April 1, 2011Interview and customer service stories with Michael HeppellToday, as part of the interview series, it is my pleasure to welcome Michael Heppell to the blog. When I spoke with Michael we talked at […]
March 29, 2011 March 29, 2011Reconnecting with old customers is better when it has contextI’ve been away for a few days but whilst I was away I received an email on Friday from Reid Hoffman, Co-founder and Chairman of LinkedIn. […]