How Can I Help You?<\/figcaption><\/figure>\nWhen asked to sum up, I thought deeply about what really made me loyal to the brands that I hold dear.\u00a0 I have had good and bad experiences with both onshore and offshore centres.\u00a0 I have seen social media used well (and badly).\u00a0 I am using the emerging tools of webchat more and more to fix problems and find out information without talking to a call centre agent.\u00a0 In the past I have helped to build very large databases about customers.\u00a0 But none of these, for me, were the root-idea<\/strong><\/span> <\/span>of what made me loyal.<\/p>\nIt struck me that current trends on “fixing processes” and “KPI measurement” and “culture” also often completely miss the point by looking backwards – a bit like driving a car through the rear view mirror.<\/p>\n
What made me loyal, I concluded was “An authentic response in the moment”<\/strong><\/span>.\u00a0 The idea went down well.<\/p>\nVery interested to know what other readers might think is the single thing that helps to make them loyal to a service provider…<\/p>\n","protected":false},"excerpt":{"rendered":"
I had a interesting dinner on Tuesday night this week with a group of executives from various Telecoms companies discussing the subject of customer loyalty.\u00a0 The discussion ranged from offshore contact centres through social media to large databases with customer information and “intelligence”. When asked to sum up, I thought deeply about what really made … <\/p>\n
Continue reading “What Makes A Loyal Customer?”<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[5,36,25,8],"tags":[],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_shortlink":"https:\/\/wp.me\/p6DQGK-3y","jetpack-related-posts":[{"id":451,"url":"http:\/\/www.lornemitchell.com\/?p=451","url_meta":{"origin":220,"position":0},"title":"What a Prank!","author":"Lorne Mitchell","date":"03\/03\/2011","format":false,"excerpt":"For those of you who know me, I have spent so long in the Telecoms Industry, that I simply love to wind up the appalling degradation of customer service over the past 15 years. \u00a0What a fantastic prank our colleagues in Belguim pulled-off here to reverse the situation! Enjoy!","rel":"","context":"In "Fun"","block_context":{"text":"Fun","link":"http:\/\/www.lornemitchell.com\/?cat=62"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":911,"url":"http:\/\/www.lornemitchell.com\/?p=911","url_meta":{"origin":220,"position":1},"title":"Lorne at the Lords","author":"Lorne Mitchell","date":"29\/03\/2012","format":false,"excerpt":"I gave evidence at the House of Lords Select Committee on Communications on Tuesday - all about the future of UK Internet Access. There is\u00a0 a video of it here:","rel":"","context":"In "Architecture"","block_context":{"text":"Architecture","link":"http:\/\/www.lornemitchell.com\/?cat=35"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":1734,"url":"http:\/\/www.lornemitchell.com\/?p=1734","url_meta":{"origin":220,"position":2},"title":"The Best Source of Innovation","author":"Lorne Mitchell","date":"28\/01\/2016","format":false,"excerpt":"The news this week that the upwards-ever-upwards iPhone sales are finally stalling was a stark reminder that even the greatest companies struggle to keep the juices of innovation flowing year-on-year. \u00a0The Apple Watch couldn't replace the iPhone and the iCar (if it ever arrives) is still a few years out.\u2026","rel":"","context":"In "Big Ideas"","block_context":{"text":"Big Ideas","link":"http:\/\/www.lornemitchell.com\/?cat=42"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.lornemitchell.com\/wp-content\/uploads\/2016\/01\/AdobeStock_94946121.jpg?resize=350%2C200","width":350,"height":200},"classes":[]},{"id":529,"url":"http:\/\/www.lornemitchell.com\/?p=529","url_meta":{"origin":220,"position":3},"title":"Innovation at the Edge of Elecricity","author":"Lorne Mitchell","date":"30\/05\/2011","format":false,"excerpt":"Although this is almost exactly a year old and quite US-centric, the video below \"Innovation at the Edge of Electricity\" was made. It has some great stories that may well make the minds of anyone living in the US or Europe boggle at how true innovation is happening in the\u2026","rel":"","context":"In "Big Ideas"","block_context":{"text":"Big Ideas","link":"http:\/\/www.lornemitchell.com\/?cat=42"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":58,"url":"http:\/\/www.lornemitchell.com\/?p=58","url_meta":{"origin":220,"position":4},"title":"Fibre to the Third Place (FTT3P)","author":"Lorne Mitchell","date":"20\/06\/2010","format":false,"excerpt":"The third place is a term used in the concept of community building to refer to social surroundings which are separate from the two normal social environments of our homes (first place) and the workplace (second place). In his influential book The Great Good Place, Ray Oldenburg (1989, 1991) argues\u2026","rel":"","context":"In "Broadband"","block_context":{"text":"Broadband","link":"http:\/\/www.lornemitchell.com\/?cat=7"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":190,"url":"http:\/\/www.lornemitchell.com\/?p=190","url_meta":{"origin":220,"position":5},"title":"The “S” Factor","author":"Lorne Mitchell","date":"11\/09\/2010","format":false,"excerpt":"Here is the \"warm-up\" speech I gave at the Next Gen Roadshow in Edinburgh earlier this week. Enjoy!","rel":"","context":"In "Architecture"","block_context":{"text":"Architecture","link":"http:\/\/www.lornemitchell.com\/?cat=35"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"_links":{"self":[{"href":"http:\/\/www.lornemitchell.com\/index.php?rest_route=\/wp\/v2\/posts\/220"}],"collection":[{"href":"http:\/\/www.lornemitchell.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/www.lornemitchell.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/www.lornemitchell.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/www.lornemitchell.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=220"}],"version-history":[{"count":11,"href":"http:\/\/www.lornemitchell.com\/index.php?rest_route=\/wp\/v2\/posts\/220\/revisions"}],"predecessor-version":[{"id":224,"href":"http:\/\/www.lornemitchell.com\/index.php?rest_route=\/wp\/v2\/posts\/220\/revisions\/224"}],"wp:attachment":[{"href":"http:\/\/www.lornemitchell.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=220"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/www.lornemitchell.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=220"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/www.lornemitchell.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=220"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
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