Stuart Lauchlan
Member Since: 19th Dec 2001
co-founder diginomica
8th Jul 2011
When BT's customer service left him flummoxed, Stuart Lauchlan took it up with the CEO's office. So how does the executive level complaints...
Blog
21st Oct 2009
Now I get it! For months and months I've listened to CRM vendors telling me how powerful Twitter can be as a customer service tool. I've...
Blog
14th Oct 2009
Another year, another Oracle OpenWorld. Rather frighteningly it's about 20 years since I went to my first big Oracle user gathering. Since...
Blog
7th Oct 2009
It's Oracle OpenWorld in San Francisco next week. I shall be queuing up with the masses of Oracle customers and partners in the vast...
Blog
7th Oct 2009
There's nothing like face to face contact apparently. According to research by Vertex, high street retail shops deliver better customer...
Blog
23rd Sep 2009
Larry Ellison has been sounding off on the subject of Cloud Computing again. He does - as is so often the case with Larry - have a point,...
Blog
9th Sep 2009
I was most amused to see the conclusions drawn by a study this week that we're just not moaning enough about bad customer service. It came...
Blog
2nd Sep 2009
Stephen Fry famously used Twitter to get some much needed customer service love from Sony recently, proving that for celebrities at least...
Blog
26th Aug 2009
Now I know Miss Manners tells us that it's simply vulgar to talk about money, but when it's Larry Ellison's money I just can't help myself...
Blog
19th Aug 2009
If you sent someone a letter in which you threatened them with breaking into their homes because they hadn't paid a bill that you hadn't...
Blog