Articles

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  June 9, 2017 • 58

  NPS or Customer Effort?

  About a month ago I had a fantastic meal in a restaurant in central London for an anniversary. It was slightly expensive, but absolutely worth it – I would recommend that place to friends. Last week I went to the corner shop and bought milk. There was nothing wrong with the experience, but I wouldn’t [&hellip...

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Blog

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  May 30, 2017 • 87

  10 key social customer care statistics you need to know

  Customer service is the new marketing. It’s not just about winning new customers, but also about retaining existing ones and customer service is a key component of the decision to stay or go. Customers are now firmly in the driving seat when it comes to customer care and complaints. Social media channels provide a powerful [&hellip...

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  May 30, 2017 • Blog • 101

  5 ways retailers can use social media to improve customer service

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  May 9, 2017 • Blog • 167

  How to maximise the productivity of your social customer care team

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