How to use Facebook Pages for Customer Support – Part 2

by Paul Hopkins on January 24, 2011

Before we go into the next part of this series on how you can truly integrate your customer support channel in Facebook Pages, I thought I would share with you another F-Commerce story from the past week. ASOS the rapidly growing online fashion retailer has announced that its online store will be available via Facebook. [...]

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How to use Facebook Pages for Customer Support – Part 1

by Paul Hopkins on January 16, 2011

A couple of weeks ago you could not have avoided the news that Facebook had received another $500 million of investment. However, at the end of 2010, you might have missed the other news story that Facebook had more visitors then Google in 2010. These stories should prove the importance of this social media platform [...]

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What’s My Purple Goldfish of 2010?

by Paul Hopkins on December 31, 2010

The Purple Goldfish Project was set up in 2009 by Stan Phelps to celebrate and spread the word of organisations that provide a great customer experience. As we come to the end of another year, I thought I would provide my Purple Goldfish of 2010. Within my work, there are two organisations that have excelled [...]

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What are your plans for 2011?

November 19, 2010

I have this week spent an excellent few days at the Customer Experience Exchange in Monte Carlo. We had some excellent presentations from the likes of Cigna, Zappos, Orange, O2, Lego, Cabelcomm, to name but a few. It was great to see at first hand and discuss with likeminded people about the hard work which [...]

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How is globalisation affecting customer experience?

November 7, 2010

A few months ago, I was on a panel at the Customer Experience Online event in London, where there were a number of delegates in the audience from country divisions of multi-national organisations, such as banks, mobile (cellular) telecoms operators and courier companies, all of these delegates wanted to improve the support for cross border [...]

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Predictably Irrational – Dan Ariely

July 3, 2010

Dan Ariely explains how our decision making and our reasoning power are influenced by expectations, emotions and social norms. This book gives an introduction to behavioral economics. It is written for personal use as well as for professionals in the field of advertising and sales strategy. What to expect / some of the chapters • [...]

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Customer satisfaction is about the long term

June 6, 2010

Last week, as I was not too well, (no sympathy needed) I went to a large pharmacy chain in the UK to get some medication near my office in central London. At the shelf with the desired products the store assistant next to me stacking the shelves. I asked her for advice (she wasn’t proactive [...]

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How to drive down costs and improve service?

May 6, 2010

It is an age old question which we all hear time and time again but it can be done in a variety of ways and sometimes it can be done using solutions slightly differently to how a vendor may sell their solution to you. Around 10 years ago, a new solution was being promoted, which [...]

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How customers are complaining & its not about Twitter!

April 26, 2010

Customers have been posting their complaints online since the conception of the Internet. Twitter and Facebook have brought it to a new generation of time sensitive Internet users. But what do customers expect when they post their detailed gripes on dedicated complaint sites and how can we work with these aggregators? Why do customers use [...]

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4 UK companies doing well on Twitter

April 16, 2010

Fat Face, a UK clothing brand recently announced that it was going to offer customer services via @fatfacedotcom on Twitter. Much of the coverage relating to customer services is based on US companies such as @comcastcares and @southwestair, so I thought I would look at companies in the UK, which are doing customer services via [...]

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