January 13, 2015

Customer experience, self service and the wrong type of apologies

Here’s a story from a recent visit to the local branch of my bank to pay in a cheque. Remember them? Cheques, that is. Anyway, it’s […]
May 17, 2012

Customer Service: Which Retail Banks are Most Responsive on Twitter – Brandwatch study

This was a guest post that I did for Brandwatch, the social media and monitoring tools business, and originally appeared on their blog here. I have […]