by Colin Shaw | Jul 5, 2010 | Market Research, Social Media
Are you listening to your social consumers?… Nielsen reports another piece of research that points towards the shift in consumer expectations of brands behaviour online and offline. People have always sought the advice of friends and family when making purchase...
by Colin Shaw | Jul 1, 2010 | Customer Experience, Market Research, Social Media
Combating the ‘real-time’ customer experience with some ‘right now’ expectations…. As more and more brands move begin to employ social media channels as a customer service channel, consumers are beginning to believe and expect that they can get a response 24/7,...
by Colin Shaw | Jun 30, 2010 | Customer Experience
How to build an emotional connection with customers…. As head of customer service in your organisation, you may feel that all your efforts are going to waste because of your employees poor delivery of your perfectly crafted strategic customer experience....
by Colin Shaw | Jun 30, 2010 | Customer Experience, Market Research
Study finds that poor customer experiences trigger switching services…. One of Beyond Philosophy’s mantra’s is that existing customers are much cheaper than new customers. Why would an organisation spend vast amounts of money attracting a customer, then to...
by Colin Shaw | Jun 29, 2010 | Customer Experience, Customer Service, Social Media
Is social media the emphathetic future of the customer experience?…. Over the past few years at Beyond Philosophy we have been banging the drum that social media can provide an effective channel for engaging with your customers at a time when they need it the...
