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Facebook Chatbot Platform: a Definite Sign of the New Era in Customer Service?

A while ago, Microsoft had to ‘fire an employee’ because of her inappropriate Twitter behaviour. Аs you probably guess, we’re talking about Tay, a bot that (or who?) , within a single day, started sending offensive racist and sexually-charged messages...

Are Instagram Changes Killing Small Business?

Earlier this month, Instagram announced changes in its news feed algorithm. That means that very soon, posts will no longer appear in chronological order and instead, they will be sorted “based on the likelihood you’ll be interested in the content,...

The Funny Side of Customer Service: Handling Complaints in Good Humour

Research tells us that customers expect a response to their query in as much as about 60 minutes. And yet, most companies fail to appreciate how much customer satisfaction can really count. What should you do when you have a...

‘Brexit’ Survival Kit – 5 Expert Tips for Small Businesses

The date has been set for Thursday 23rd June, campaigns have started and soon the public will decide whether or not Britain should remain in the European Union. The effects of a vote to leave have been widely speculated but...

Slaying 7-Headed Monsters: Proactive Communications

By now we all know that bad news travels fast, especially when it comes to tracking negative business incidents. So, it’s fair to ask why it takes so long to deal with them when they occur? In today’s fast-paced, always connected...

The Three Truths of Company Reputation

Like it or not, we’re all service businesses and reputation is everything. There are three truths about a company’s reputation which mean you’re only as good as your last customer’s experience. Every business, no matter what, has customers who have needs...

New Tax Year Will See Record Numbers Filing Tax Returns

The new tax year, starting on 6 April, will see record numbers of self-employed workers, according to new data published by Co-operatives UK, a body that supports freelancers coming together for shared services. The body’s report, Not Alone, tracks current levels...

Diary of a CX Manager: A Fool’s Approach to VoC

It’s the start of a new financial year so many businesses will be using new budgets to kick off fresh programmes and initiatives. Here, we join a brand new CX Manager tasked with launching a Voice of the Customer programme…any...

Customer Complaints: A Silver Lining?

Simon Hunt, Director of Customer Experience, Firstsource Customer complaints are an unavoidable part of business. No customer is 100% happy 100% of the time and they are often not afraid to let product and service providers know when things go wrong.   Whilst complaints say a lot about a business, how they...

Only 1 out of 26 unhappy customers complain. The rest churn.

Make Your Resolution Stick – Why Your Top Improvement Goal for 2016 Should be Complaints Handling by Duane George from Aptean Was January your only month for seeking out improvement for the year ahead? Resolutions don’t just have to be for...