Posts Tagged ‘Customer Service’


How the lack of a seamless, multi-channel response put me off helping in the future

Posted on: March 18th, 2014 by Fransgaard It is vital that companies not only listen and respond, but do so as a progressive and seamless single conversation to avoid frustrating customers.

Omni-channel is not a matter of technology but employee mindset

Posted on: August 12th, 2013 by Fransgaard Through my work I know first hand how big a shift omni-channel customer service is for companies. But a possible quick-win place to start is with the employees and give them a mind-set of sharing information between departments to the benefit for customers.

Is your company responsible for the social media behaviour of your partners?

Posted on: July 5th, 2012 by Fransgaard A company recently failed to provide the promised service to me as a customer. Adding to that, they didn’t reply to my customer complaints on Twitter, not even after it got amplified by other unhappy customers... but was that the full story?