Neldi Rautenbach
Neldi Rautenbach
Marketing is my passion, delivering great user experiences my poetry. Marketing Manager for a top web self service vendor, Synthetix - we create customer service solutions that engage audiences via the web, mobile phones and social networks - reducing inbound e-mail and voice traffic to your call-centre by at least 25%.
Don’t get caught out by your customer service strategy
The summer is winking at us through the grey British clouds, retailers are dedicating large store sections to everything barbeque/picnic related and somewhere in...
Spring Clean Your Contact Centre – Part 4 of 4
Spring has sprung Spring seems to have every department refreshing their strategies. And as customer relationship management is more important than ever to deliver the best customer...
Spring clean your contact centre – Part 3 of 4
Live chat has been one of the most rapidly adopted contact centre technologies of recent years. Today it supports customer service in 30.7% of...
No more stiff upper lip for Britons as complaints double
Fish, chips and stiff upper lips Britons are not really known for complaining, you might even say, British people and stiff upper lips go together...
Web chat, live chat, we all chat, we like chat
The fundamentals of great service remain the same. We all want to feel recognized, listened to, valued and cared for. However, some online customer...
New Year, New Contact Centre Strategy
Don’t worry we’re not wishing 2014 to be over and done with, we are just prepared. And contact centres should be too, as customer...
Naughty or Nice Online Customer Service?
With UK consumers set to spend more this Christmas than any other country within the EU, a report by ING has retailers hoping that...
‘Doh-A-Deary-Me’ Customer Service
Black Friday hits the UK this week. Shoppers have been eagerly waiting for the ‘official’ start of the Christmas shopping season in the UK. Traditionally...
Fastest Way to Lose Customers
Rule No. 1, Never Lose “Customer”Rule No. 2, Don’t Forget Rule No. 1Warren Buffet (American business magnate, investor and philanthropist) Understanding how to create loyal...
Cold winter sets the scene for more ‘icy’ customer experiences
City financial analysts recently stated that the big six energy suppliers will lose a quarter of their customers over the next six years. Some...
Does your customer service strategy scare customers away?
Halloween is just around the corner. Although not as greatly celebrated as Christmas, it kicks off the feeling of the holiday season approaching. With...
The ‘big 6′ in BIG trouble
Today’s business world is made up of different industries with different business models. But successful businesses no matter the industry have one thing in...
Customer service, another floody traffic jam?
This September again has seen some severe weather and storms. Motorists had to be rescued from their cars after thunder storms and torrential rain...
Mobile self-service – don’t keep your customers on hold
According to a poll by TIME Mobility, 84% of people cannot go a day without checking their mobile phone. In fact, it has become...
‘Po-ta-to’, ‘po-tah-to’? Omni-channel, multi-channel confusion
What used to be the call centre has become the contact centre. It appears that as soon as we become familiar with a term,...
The Age of the Customer: It’s not enough to be customer centric, you have to be customer obsessed.
The birth of markets saw humans starting to choose to trade something in exchange for what they needed – not having to produce it...
Gamification – Get your contact centre game on
Customer relationship management is important for any contact centre to deliver the best customer experience possible. However multi-channel online customer service is increasingly allowing customers to...
Consumer trust, key to repeat business
History shows that businesses often rebrand because of financial instability. Take one of the most well-known brands in the world today. In 1997, Apple...
The sun is out, but we’re not happy
With the economy making baby steps into recovery, customer’s expectations for instant, 24/7 customer service are still rising and the ability to provide a...
The World Cup: Boos, Hisses & Customer Service
And just like that it’s all over: Germany defeated Argentina 1-0 to win the 2014 World Cup. I am no football/soccer expert, but watching the...