customer service

Read how the staff of the Waldorf Astoria Ras Al Khaimah hotel went above and beyond and ended up in a book about marketing rebels.

One frustrated NBN user, Matt Dooley decided to stage a “sit-in” at is local Telstra store, frustrated that for the last 4 months Telstra had ignored the problems he had experienced with his [...]

My good friend and fellow IBMer Guy Stephens (@Guy1067) is well known as a pioneer in the social customer care space, having been involved in the early days of social while at Carphone Warehouse. [...]

A simple customer feedback panel seen at Heathrow Airport lets passengers leave feedback easily.

Many of you know that I no longer deal with organisations the old way – I don’t like waiting in a telephone queue because “my call is important”. Instead, I tweet. On [...]

Many people have read my review of the new EE 4G service – it has been my all-time most popular post. You can also read it here Don’t move to 4G on EE just yet – they’re [...]

You may have noticed that London town is hosting a small sporting contest later this month. When any city hosts the games, problems multiply for existing residents as we are joined by another [...]

It is encouraging to see a number of public utilities starting to embrace the use of twitter to report outages and faults. Recently I blogged on the use of SMS to report faulty traffic lights in [...]

Like many people in the UK, from time to time I have to call a support line for an internet or mobile / service provider about some sort of problem. I am sure I am not alone at dreading the [...]