James Duval

Head to Head Debate – Customer Service – Technology vs. The Human Touch

As technology develops, it has changed the way many businesses approach customer service – but are these high-tech developments actually helping? Image by striatic Is technology ruining customer service? Many people have bemoaned the increasing trend towards integrating technological solutions into customer service processes, as…

What is the Relationship Between Customer Service Quality and Market Share?

Is there a relationship between the size of a company and its ability to deliver quality customer service, and if so, what does it mean for the way we currently view business success? As businesses grow, their customer satisfaction seems to drop – but why...

Why Cloud Call Centres are Going to be Better for Customers

It can sometimes seem like everything is being moved to the cloud. From online banking to corporate data management, from Google Docs to your email account, cloud computing is definitely sending out seismic shockwaves through the business and consumer spheres. If you are a...

High Street Retail In A Multi-Channel Age: From Shops to Showrooms

As online shopping gets increasingly popular, where does this leave the humble high street? Are shops really becoming showrooms? Shopping Mall Image Source As more and more purchases are made online, physical shops are starting resemble showrooms. But where does this leave the high street?…

How to Increase Brand Engagement with DRTV Advertising

photo by ebayinkPhoto By: ebayink DRTV advertising has been around for about 20 years. Over that time, the internet has completely changed the commercials game. Now brands have what seems like an endless amount of TV channels and an endless stream of distracting websites to...

Do You Make Any of These IVR Mistakes?

IVR is becoming a key part of customer service but many businesses still make IVR blunders that are scaring customers away. Do you make any of the mistakes? IVR Mistakes Image source What is IVR? IVR (Interactive Voice Response) is the way many of us…

How Good SEO and Great Web Design are Two Sides of the Same Coin

The internet provides an opportunity for thousands of people to come into contact with you, your business and your brand, but you can't just set up your website and expect people to just turn up. Getting people to come to your site is...

What Can Ecommerce Sites Learn From Customer Service Assistants

The role of the customer service assistant is essential to any shop – but has this been forgotten when it comes to eCommerce sites? Customer service Image by Alan Cleaver If you walk through the doors of a 'bricks and mortar' shop, there will be…

How Technology Gives Small Businesses a Fighting Chance Against Retail Giants

Are you a small business owner looking to compete with retail giants dominating the market? Find out how technology can make your business more competitive. Sharks of Business Inforgraphic Image by GDS Infographics Do you often feel like a small fish in a sea of…

How Much Is Excellent Customer Service Worth?

Have you ever wondered exactly how much bad customer service is costing your business? Here's why you should pursue excellence – for financial and PR reasons. According to the White House Office of Consumer Affairs, a loyal customer is worth 10 times as much as...

What Is Database Marketing and When Can It Be Used?

Image by maja majika Having been around since the 1980s, database marketing is nothing new. However, due to the recent data explosion where the amount of information and the number of sources it is being obtained from have increased to unprecedented levels; the possibilities its...

The Future for Manufacturers – Project Collaboration

Image by Mark Harkin In October 2011, Boeing launched their brand new commercial aeroplane, the 787 Dreamliner. Yet on this momentous day, Boeing weren't the only company celebrating. No, Korea Aerospace Industries, Mitsubishi Heavy Industries and 48 other companies that had joined in the collaborative...

The Aftermath of A Digital Revolution: Is Offline Marketing Dead?

Marketing Monopoly: Image by danielbroche If you talk to anyone under the age of 25 and try to tell them there was a world before the internet they look confused for a second, before returning to the glow of their smartphones. The internet has caused...

How The Most Successful Businesses Make The Smallest Changes

In 2010 a doctoral student at the University of California claimed to have unearthed an interesting pattern behind the success of teams in the NBA. The thesis was that that the teams whose payers spent proportionally more time fist pumping, back slapping, high...

Offline, Online: Connected Thinking

For over two decades the internet has changed the way in which businesses and institutions have delivered their products and services to consumers. In fact, the abundance and the range of online resources and services and the level to which they have been...

How Bricks and Mortar Are Embracing The Digital Era

Gone are the days when all you needed to set up shop was a simple cash drawer, something to sell and a sparkle in your eye. No cornerstone has been left unturned as the digital revolution has come smashing out of the ecommerce and...

Secrets Of Success: How Cisco Outlasted Its Competitors

In December 2012 Chairman and CEO of Cisco, John Chambers, made a few observations on why he thought the company had continued to thrive in a very crowded market environment, noting: "Every year there's a new competitor or a new technology that's going to completely...

How Retailers Need To Stay Relevant With Multichannel Retail

The retail world is still catching up with mobile technology, especially the high street retailers who could benefit most from it. With retailers attempting to lure in the punters and get those with the window-shopper/show-room mentality to part with their cash, they have to...

When Is It Right To Outsource Your IT Services?

It is a strange quirk of modern American political discourse that the term 'outsourcing' has essentially come to mean something roughly equivalent to 'hollowing out the US economy from within and destroying any chance for future happiness that your family and friends ever had.'...

Will Social Media Have A Crucial Role In SEO?

Exploring whether Social Media engagement as an internet marketing strategy will become essential for a business to be successful. One of the great debates at the moment in SEO is social media and how much of an importance it has in terms of a site's...

New Posts

CustomerThink