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...
by Colin Shaw | Jun 29, 2010 | Customer Behaviour, Customer Experience, Social Media
Pepsi rewards customer loyalty with geo-location based app In 2010 we have begun to see brands take advantage of the opportunities that have arisen with an increasing smartphone audience. Pepsi have announced the release of their geo-location app, Pepsi Loot. The app...
by Colin Shaw | Jun 21, 2010 | Customer Experience, Expert's Insights, Thought Leadership
Across the web Zappos has become synonymous with good customer service. The brand has some great customer service initiatives and has prided itself on its famous customer experience. We have previously blogged about how Zappos honoured a pricing error on one of their...
