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Paul Hudson
Paul Hudson CEO of Intersperience
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Guest Bloggers

Communication breeds communication

I was struck by the results of a recent project, which showed 25% of customers felt the need to phone or email as a direct result of an enquiry sought via the web.

For a long time, I have always believed and stated that communication will always breed more communication. We humans tend to be social animals after all. And providing any information about anything tends to engage the reader and can lead to more questions. In fact, Ďengagementí is often a measure of success for marketing...

Empathy in Customer Care Ė Lose Your Fear!

Customer care (customer service, help desks, technical support, contact call center) reps, sometimes struggle with showing empathy to angry customers. Heck, some struggle with showing empathy to any customer!

Throughout 20 years of inspiring and training professionals to understand the customerís perspective and empathize to build customer loyalty, I have seen some who are naturally good at it, some who learn it, and others who struggle with it.

Most puzzling to me have been t...

Why self-service isnít customer service

Iíve been meaning to write this blog for some time, ever since we posted our article ĎThe Hidden Cost of Self-Serviceí in our eJournal in February 2010. Iím sure there were many people that agreed with its sentiment and also many who didnít; so I wanted to explain some more about the research that underpins that article.

Self-service offers many benefits to the customer Ė convenience, speed...

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