National Customer Service Week underlines the importance of engaging with customers

Published on 10 October 2013 by in Latest News

Many businesses across the UK have placed additional emphasis on communicating with consumers this week, to coincide with the Institute of Customer Service’s National Customer Service Week celebrations. The week-long event, which aims to reward agents and companies who deliver quality customer service, saw many businesses launch initiatives to take their customer service to the [...]

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Local government turns to social media to improve customer service

Published on 04 October 2013 by in Latest News

Social policy advisory body The Alliance for Useful Evidence has come forward to suggest that public sector organisations could benefit from using thoughts shared via social media to shape the services they offer. According to the Alliance, a joint venture of the Economic and Social Research Council, the Big Lottery Fund and charity Nesta, social [...]

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Play.com predicts social media will play a key role in influencing Christmas commerce

Published on 04 October 2013 by in Latest News

Shoppers are increasingly relying on social media recommendations for gift ideas, according to online marketplace Play.com, but are retailers prepared to deal with negative social media sentiment? Rakuten Play.com has reported to Internet Retailing magazine that it expects social media to heavily influence Christmas shopping decisions this year, having seen a marked increase in social [...]

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What Tesco’s tablet means for customer interaction management

Published on 26 September 2013 by in Latest News

Leading UK supermarket chain Tesco has revealed plans to take on the tablet market, creating new opportunities for the retailer to better understand its customers. Tesco has this week announced the launch of a new affordable own-brand tablet designed to bring mobile tablet technology to the masses, named ‘Hudl’. Priced at £119, Tesco believes the [...]

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Airlines learn the value of effective service in the social media era

Published on 26 September 2013 by in Latest News

Several prominent brands within the airline industry have been hit by social media criticisms in the past month, underlining why the rise of digital communications has made effective service more crucial than ever. In the first week of September, iconic air travel brand British Airways made the headlines after disgruntled customer Hassan Syed paid to [...]

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