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Paul Hudson
Paul Hudson CEO of Intersperience
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Customer Service Strategy

In this Vlog Paul Hudson, CEO of Intersperience explains how to ensure a customer service strategy which keeps pace with changing consumer expectations.

Why isn't customer service about the customer?

Customer service should be designed to meet the needs of the customer, not the needs of business. And yet many of my own recent experiences seem to me to underline that decisions are based on cost saving and improving internal processes, than actually improving the customer’s experience.

Take my recent experience with my broadband supplier. I contacted them because I was having difficulty switching to online billing, I had recently moved house and my online account was somehow still...

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, ‘engagement’ is often a measure of success for marketing...

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