CSUK TV - Brought to You By SDI

"Shoppers appreciate Amazon's and other online retailers' slick, personalised service to such an extent that physical stores simply have to shape up to survive", says Therese van Wyk in an article for ITweb.co.za

In an exclusive interview with John Lewis, Simon Skelton explains how technology is working in harmony with a 'hero culture' to help maintain John Lewis' exemplary customer service record. 

Howard Kendall shares his thoughts on the issue of women in senior roles, specifically within service desk and customer service industry.

Customer Service TV's Howard Kendall spoke at this event where the host Butlins revealed their customer experience strategy 'The 1st TWO HOURS' in the standout message of the day.

Barry Ibbetson, head of corporate contact centre for Leeds City Council, tells CSUKTV that call centres are still invaluable, how to prepare for social media support without being overwhelmed by hype, and why not all service levels are created equal. 

We ask delegates at the CEN Directors Forum about their plans for using social media to help engage customers.

James West reports: ignoring customer contact through social media will soon be as damaging to relationships as failing to pick up the phone or responding to an email.

Journalist and CSUKTV blogger James West follows up the #switchbanks campaign with a look at one of the new banks on the block who really walks the walk when it comes to focusing on service

Discover Bill Price's 'Best Service is No Service' principles for better service, lower costs and happy customers

Watch interviews from speakers at the Customer Engagement Network's March event.

Big banks refusing to respond to customers disillusioned by poor service levels may find themselves made redundant by other means, with rapid improvements in technology threatening to severely diminish their role.

Customer Service TV wants your nominations for banking providers offering top service to those seeking to #switchbanks.

James West explains why drastic change is needed

Poor service levels offered by UK banks may be caused by a virtual monopoly, but government intervention will not solve the problem.  James West explains what must happen for real change to occur, and how we can all help.

Co-Op Bank is using IT to underpin its customer-first ethos and Howard Kendall introduces Mia, a virtual assistant which could soon transform all service delivery.

Customer experience expected to be under scrutiny during London Olympics, with free wifi fuelling communication in the capital.

Membership based cash-back site Quidco launch a new blog offering to entertain and inform smart shoppers, but will it be more than just a quick-fire barrage of deals and discounts?

Agents don’t need any motivation to provide good service, but they do need our support.  James West says it's time to stop looking in the wrong places and start focusing on the real reasons why service fails.

Embracing social media channels is essential for improving the customer experience.

Consumers are becoming more vocal about customer service via social media, with 49 per cent unlikely to do business with companies that receive bad reviews.

Businesses still treat social media as a marketing channel, ignoring customer interactions.

Customer Service TV at the December CSTN meeting. Watch short interviews with speakers and delegates and hear about their New Years Service Resolutions

Customer Service TV went along to Business Systems' conference to find out from delegates what is really happening in UK contact centres today.  Watch the video clips to find out what they say are the big issues from changing customer expectations  to employee engagement and how are these being addressed. 

Interviews from the annual Customer Service Network conference

Interviews from the latest Customer Service Training Network event on 10 November, hosted by British Council.

Are consumers so blinded by the brushed aluminium they fail to see Apple’s shortcomings?  Why are Blackberry customers quick to jump to a rival ship when the network fails?  James West says there are important lessons from both technology providers about why customers are loyal, and what it takes to ensure they stick with you during tough times. 

Kudos for Gatorade for not just embracing social media, but making an awesome video telling us about it...