Proactive Customer Service Starts With Changing Your Mindset
This post originally appeared on my Forbes.com column. Too many companies assume that all they need to do to enact proactive customer service is to buy some new technology. The reality is that making...
View ArticleReal life lessons on how to build a social business – Interview with Bian Salins
Today’s interview is with Bian Salins, Head of Social at Now TV, BSkyB. I was introduced to Bian by Martin Hill-Wilson who suggested I should talk to Bian as she was one of the few people that really...
View ArticleImprove your social customer service, by all means, but improve your...
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...
View ArticleIt’s not about the channels in your support, it’s about the support in your...
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...
View ArticleAbandon 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...
View ArticleGreat service, great coffee and great people creates loyalty – Interview with...
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...
View ArticleA conversation about customer service and customer experience – Help.com...
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...
View ArticleText messaging: a customer service channel whose time has come – Interview...
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...
View ArticleMillennials and how they engage with insurance companies – Interview with Dr...
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...
View ArticleWhy every business should be hugging their haters – Interview with Jay Baer...
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...
View ArticleWhy 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...
View ArticleReal life lessons on how to build a social business – Interview with Bian Salins
Today’s interview is with Bian Salins, Head of Social at Now TV, BSkyB. I was introduced to Bian by Martin Hill-Wilson who suggested I should talk to Bian as she was one of the few people that really...
View ArticleCommunities will become a core engine of commerce, innovation, experience,...
Today’s interview is with Rob Tarkoff, President and CEO of Lithium Technologies, a digital customer experience platform company. Their technology both powers some of the world’s largest online...
View ArticleHow to engage potential customers with your brand
This is a guest post from Jason Grills is a technical writer associated with ProProfs Chat. Brands heavily invest in marketing and customer service. This is because they represent the beginning and...
View ArticleAbandon 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, […] The post Abandon email as a customer...
View ArticleGreat service, great coffee and great people creates loyalty – Interview with...
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) […] The post Great service, great coffee and great people...
View ArticleA conversation about customer service and customer experience – Help.com...
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 […] The post A conversation...
View ArticleText messaging: a customer service channel whose time has come – Interview...
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 […] The post Text messaging: a customer service...
View ArticleMillennials and how they engage with insurance companies – Interview with Dr...
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 […] The post Millennials and how they engage with...
View ArticleWhy every business should be hugging their haters – Interview with Jay Baer...
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 […] The post Why...
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