Last week I considered how difficult it has become to build a brand by creating a unique product or a differentiated positioning. The holy grail of product superiority has been made even more elusive by globalised manufacturing processes that bring products to market more swiftly; and the heyday of advertisers telling customers how they should view their brands has been swept away by the inexorable rise of social media.More
Keep up to date with all our Service Tick news and blogs.
In the past 30 years we have seen a seismic shift in the way brands build lasting relationships with their customers. Jerome McCarthy’s marketing mix of Product, Promotion, Price, and Place has been undermined by technological advancesMore
“Never make predictions; especially about the future” Casey Stengel, one-time manager of the New York Yankees baseball team offered many a wise word including this judgement on predicting the future. But we are all creatures of habit, particularly in the world of business; and so, at the start of the year, commentators like to predict what might happen over the next 12 months.More
Recent from Servicetick
ServiceTick integrates with SessionCam to provide 360 degree view of online customer struggle.
ServiceTick and SessionCam join forces to deliver a ground-breaking integration that helps brands view customer feedback alongside the online journey they have taken. More
The Santa Trap - the perils of outsourcing customer experience (especially at Christmas)
“'Twas the night before Christmas and all through the house not a creature was stirring, not even a mouse. The stockings were hung by the chimney with care In hopes that St Nicholas soon would be there.” More
Endsleigh strikes Gold at European Contact Centre and Customer Service
One of ServiceTick’s longest-standing clients, Endsleigh Insurance, has won Gold for ‘Best Deployment of Customer Insight’ at the European Contact Centre and Customer Service Awards More
ServiceTick recruits leading mobile technology guru
ServiceTick, the feedback company that helps some of the UK's largest companies keep a finger on the pulse of what their customers feel, has recruited Paul O’Brien to the new role of Technology and Innovation Director. More
What have ‘soggy bottoms’ got to do with great customer service?
Bake-off frenzy has gripped the nation. Viewing figures tell us that 13.5 million people watched the first episode of the series. Op-ed pieces are written about the programme in journals as varied as the New Statesman and GQ. More
Delivering Gold Standard Customer Experience – ten lessons we learned from Rio
What can we as CX professionals learn from the Olympic carnival. More
Why coaching in the moment is the best kind of coaching you can do
Instant sharing of customer feedback can provide a far more powerful basis for training and this is one of the greatest strengths of real-time ‘voice of the customer’ feedback programmes. More
How real-time customer feedback can help reduce complaints and boost advocacy
To recover a customer you need to know they are dissatisfied in the first place. Real-time, 'always on' customer feedback programmes provide the opportunity for customers to register their unhappiness. More
Is your customer experience programme driven by a truly customer-centric approach?
The customer is not dependent upon us; we are dependent upon him. The customer is not an interruption of our work—he is the purpose of it. More
Happy staff equal happy customers – the essential contribution of employees in customer experience
Until quite recently corporate lore held that, of the three primary stakeholders in any business, the shareholder should take precedence ... More