The potential of AI for customer facing applications

There is considerable interest regarding the potential of AI for various customer facing tasks, from market prospecting, to sales and after-sales. But there are also considerable technical limitations to keep in mind, when planning the deployment of AI-powered solutions to carry out tasks that have a direct impact on the customer experience. If deployed in … Continue reading The potential of AI for customer facing applications

Customer service via Twitter – what a missed opportunity for airlines

Twitter can be a great channel for customer service. As my own research shows, customers see Twitter as a quick way of solving problems, obtaining information, and connecting with (and learning from) other users. Yet, not all firms seem to be embracing it. Research by Priyanga Gunarathne, Huaxia Rui and Abraham Seidmann, looking at how … Continue reading Customer service via Twitter – what a missed opportunity for airlines

When the firm’s customer is the public’s enemy

Sometimes, good customers do bad things. I mean, they do things that are good for the business, but which may have negative consequences for the wider public. In those cases, the government may intervene and demand that the firm acts in a way that meet the government’s goals (regarding the public good) but which runs contrary … Continue reading When the firm’s customer is the public’s enemy

Talk by UK Country Manager for Amazon, Doug Gurr

Amazon is much maligned for the effect it has on small retailers (not just bookstores), how it treats its warehouse workers, tax avoidance and other controversies. But one thing is true: it has amazing customer service.   I have been on the receiving end of great customer service from Amazon on numerous occasions and, again, this … Continue reading Talk by UK Country Manager for Amazon, Doug Gurr

Labels matter for how organisations treat customers

A pudding tastes better when it is described as ‘healthy’ than when it is described as ‘diet’. A business proposal is more credible and persuasive when it is delivered by someone with the title 'director' than when delivered by the same person but using any other title. And students judge online courses more favourably when … Continue reading Labels matter for how organisations treat customers

What stops customers complaining to you

If customer complaints are part and parcel of doing business (and, even, are beneficial for you), then you really want to make sure that an unhappy customer will complain directly to you, instead of switching to a competitor or taking to social media to let the world know about their negative consumption experiences. This presentation … Continue reading What stops customers complaining to you

Even Ryanair needs to do something about customer service

Well, well, well. MarketingWeek reported that Ryanair, the (in)famous low cost airline often criticised for appalling customer service, is recruiting a Marketing Director. The job advert specifies that the post holder will be in charge of promoting the company’s safety, customer service and low fare messages. Yes, that’s right: customer service. Maybe O’Leary is reading … Continue reading Even Ryanair needs to do something about customer service