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Neil Davey
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Member Since: 22nd Oct 2006
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Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.

Neil Davey
Managing editor MyCustomer.com
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My discussion replies

14th Jun 2013

A quote directly from the chief architect of the site, James O'Brien: "Designed in biro, sweat, blood and tears. Realised in Photoshop. Built in Notepad with HTML and CSS. Using Drupal as a CMS."

Reply to
Got a query about the new site/design? Then let us know
5th Jun 2013

Thanks for your comments. Does anybody have any evidence - anecdotal or otherwise - of how some of the leading performers structure their social media customer service?

Reply to
Should social customer service be integrated into the call centre?
28th May 2013

Sorry to hear you're having some problems logging out. If you click on 'my account' on the top right of the page, the drop down menu features a 'logout' button. 

Do let us know if you continue to experience problems. 

Thanks

Reply to
How to sign out from my account?
23rd May 2013

Thanks for your comment, Paul. I think you're absolutely correct that the average man on the street has little awareness of terms like 'cross channel' or 'omnichannel'. All they know is that a brand is on a variety of different channels, from retail to web, and that it is the same organisation so should provide a completely seamless experience from one touchpoint to another. When a customer has to repeat himself three times to three different operators in three different departments, he doesn't start yelling: "You're the third person I've spoken to now, why don't you provide an omnichannel experience?!"

These new phrases are often teased out to highlight subtle differentiations between concepts, but they are absolute gobbledigook to the customer. 

Reply to
What does omnichannel mean?
1st May 2013

Thanks for your comments, there definitely seems to be some agreement here, particularly between Yiannis and Justin. And your views on it chime with my own. However, I've spoken to quite a number of professionals recently that appear to think that omnichannel/multichannel/crosschannel are completely interchangeable, so there is certainly a lot of confusion. 

To further muddy the waters, when I've spoken to some analysts - in particular Forrester - they also refer to 'agile' service or commerce, the definition of which is basically what we're referring to here as 'omnichannel'.

Reply to
What does omnichannel mean?
16th Apr 2013

Hi, there are some points touching on this topic in this piece:

https://www.mycustomer.com/feature/experience/listen-how-build-voice-customer-strategy/164752

The main things to cover are: what departments in the organisation are running VoC programmes; what channels are they using; what VoC technologies are they using. 

According to the article:

"It is important to first get a grasp of exactly what the state of play is across the entire business.

 

“The very first thing that I recommend to companies is to do an audit of what are all the data sources that they have, what the vendors are they’re using, what kinds of data they are getting from those vendors, and how those vendors communicate,” says Forrester analyst Adele Sage.

Jim Davies, research director at Gartner, adds: “The chances are you have got some great tools already in play, so you’re capturing some great feedback but you’re just not aware of it. But it’s not just a case of auditing what they are, but also whether you can access that data, because you often find in big corporations that there is quite a reluctance in some departments to share their data with other departments. So taking stock of where you are now is definitely the starting point.”

I hope this is a start!

Reply to
How can I do a voice of the customer audit?
7th Mar 2013

Here's MyCustomer.com's own advice on this topic, with industry experts outlining what to ask customers in your survey and how to encourage engagement.

https://www.mycustomer.com/topic/customer-experience/what-questions-should-you-ask-your-customers-survey/162555

Hope it proves useful!

Reply to
Customer experience survey questions
29th Jun 2011

Here are a few related stats:

The global CRM applications market experienced year-over-year growth of 6.2% to a revenue of $16.5 billion in 2010, according to the Worldwide Semiannual Customer Relationship Management Applications Tracker by IDC.

IDC expects the CRM applications market to continue to grow in 2011 with revenue hitting $18 billion (7.6% year-over-year growth).

According to Gartner research from earlier this year, North America has the largest total market for CRM software revenue, and is expected to account for $7.6 billion in 2012. Europe is expected to account for $3.9 billion in 2012.

I'll keep digging for stats specifically relating to Canada, Mexico and Brazil...

Reply to
Market size question
24th Nov 2010

No fear - they've not been deleted!

You can find the aforementioned articles at the links below:

Best practice guide: Using cost-effective research to improve the customer experienceFour ways to improve the customer experience on a shoestring

Thanks.

Reply to
Who should take responsibilty of customer experience?
28th Jun 2010

Hi Shirelle,

Have you tried our document library?

If you search for 'case study' you should find a number of relevant resources including a podcast about Porsche.

Thanks Shirelle,

Reply to
I'm looking for CRM case studies
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