CustomerFaithful

With so many people using smartphones and the apps that make them so appealing, is the creation of a customer service app the next big thing in customer experience? Our view is a provisional ‘yes’ – but it all depends on how the app is downloaded initially. For the lowdown, read on…..

Successful brands are more than just world-beating products – they carry an emotional attachment, and a degree of trust in the brand-consumer relationship. But when a great product is let down by its customer service, what’s the impact of that broken brand promise? Here’s what I found when Apple did just that to me…

For the last few years, much of the buzz around customers who drive recommendation has been about Net Promoter Score (NPS). Now Klout has arrived, also claiming to spotlight who is influential. Which is better?

The true test of a set of company values is not whether they are bland and boring, or snappy and sexy. The test is in whether they are delivered. It’s how the values are put into actions that define the true spirit of a company.

A few weeks ago, I had some landscaping work completed on my garden. When the landscapers had finished and came to tidy up the site at the end, they mistook some wooden supports for my coldframe as rubbish, and junked them in the skip ! What to do ? Find an alternative support, like a few bricks ? [...]