Corporate Podcasts (Part 1)

Not that many years ago, the podcast was but a small seed in the eager ear of the audio world. But my, how it’s grown. From gripping investigative journalism series such as 'Serial', to comedies like 'Scummy Mummies'  and witty educational series 'The Infinite Monkey Cage', we're plugging in and pressing play. We're listening on

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NPS Or Effort?

About a month ago I had a fantastic meal in a restaurant in central London for an anniversary. It was slightly expensive, but absolutely worth it – I would recommend that place to friends. Last week I went to the corner shop and bought milk. There was nothing wrong with the experience, but I wouldn’t

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When Creative Meets Corporate
When Creative Meets Corporate

When Creative Meets Corporate

How do you deliver messages to your customers? Chances are it hardly involves the postman these days. With the likes of social media, blogs, email and contact centres, you’re spoilt for choice with the ways you can talk to customers. And when you communicate clearly and consistently through all of these channels, you create opportunities

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Reduce Cost and Improve Experience By Integrating SMS & Messaging With Telephony
Reduce Cost and Improve Experience By Integrating SMS & Messaging With Telephony

Reduce Cost and Improve Experience By Integrating SMS & Messaging With Telephony

My mobile broadband provider was hacked in November and I have not had a single piece of outbound communication from them explaining what happened or telling me if I was affected or not. I did however receive a text from my bank letting me know that they recognised I am a customer of the mobile

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Time Is The New Currency
43490452 - girl sits at a table with a laptop and cell phone

Time Is The New Currency

I heard this phrase yesterday in a discussion group on customer effort and its impact on customer experience design. I know it to be true but hadn’t heard it summed up in quite that that way before. Customer effort is now one of the biggest factors in delivering great experience, the hard part is to

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50p to prioritise my call
32517949 - london aerial view with tower bridge in sunset time

50p to prioritise my call

I called my mobile phone provider today and was very quickly offered the chance to pay 50p to prioritise my call because ‘we are experiencing high volumes of calls today’. I didn’t take up the ‘opportunity’ and then my call was answered in approximately 2 seconds. I was amazed by this from a brand experience

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Please Give Me a 9 or 10
47182886 - man using his mobile phone outdoor, close up

Please Give Me a 9 or 10

I have noticed a big increase of people asking me to ‘give me a 9 or 10’ when you receive our post interaction survey. This happens on the phone and in store. As a consumer it makes me uncomfortable and working in the industry it means to me that customer sat is being used as

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PHONE V DIGITAL

I read a stat this morning that said by the end on 2016, 40% of all contacts will start on a digital channel. I know some organisations that are over that number already but many are nowhere near. I still believe (and many research papers back this up) that the phone is still trusted more

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