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Tag: customer service

  • Allister Frost

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    Why Marketers are to Blame for the Demise of Customer Service

    A whopping 65% of  social media users now think it’s better to contact companies through social networking sites than to make a call to its call centre. The reasons are obvious: social media sites seem to attract a faster response, they’re quick and easy to use and, er, remind me, how do I make an old-fashioned phone…

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    Lessons From A Stiff Door

    This is the entrance door to a bistro. What’s the easiest option for the bistro owner: fix the door so customers cam come in easily or put up a sign telling them how they should use it? I know which option customers would choose. And we all know which option the bistro owner should avoid.…

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  • Allister Frost

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    Outstanding Customer Service by Buffer

    I’m a bigger fan of Buffer today than I was yesterday. Which is quite something because I already liked it a lot. I didn’t hesitate to drop them an email when their newsletter asked me for feedback and signed off with this genuine plea for feedback: P.S. We meant that whole “hit reply” bit. We…

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  • Allister Frost

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    The Future of Customer Service and the Rise of the Social Customer

    First Direct is that rarest of breeds: a well-loved British bank. And their customer service, at least in my experience, is second to none. So it makes perfect sense for them to have co-authored a report, released today in partnership with It’s Open, that discusses how customer service departments need to evolve to keep pace…

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