I had no idea Pokemon Go was still a thing #victorialockdown

I love this. Brings back so many Rickrolling memories!

Really enjoyed the #CustServ chat. Might have to make this a habit!

That should have been some, not come. #CustServ

A10: COVID has definitely given a pass to come companies when I deal with them given I know how swamped they are. Generally not though. #CustServ

A9: Given them a chance first to rectify the issue without going social,. If that doesnt work, social channels are the go! #CustServ

A8: Went shopping for a bik on the weekend. Ignored in first shop, spoken down to in second shop, and bought from the third shop where they gave great service! #Custserv

A7: Lots of research to show keeping current customers (including through great customer service) is cheaper than getting new customers. #CustServ

A6: More and more those companies are being found out/ Those kind of tactics wont last as customers become more knowledgeable. #CustServ

A5: It depends on the culture again. Monopolies can still be very customer focussed if their culture pushes that aspect. #CustServ

A4: More often than not it comes down to the underlying culture. If that is truly customer centric then customer service generally works well. #Custserv

A3: Where service is an issue the policies tend to benefit the organisation, and vice versa . Its a bit chicken and egg in that way. #Custserv

A2: Almost always organisational issues in my view. Reps generally try to dothe right thing. If they arent supported to do so problems arise #custserv

Seriously, who comes up with taglines like this! I just received a marketing email with the following tagline "Have you ever asked yourself how is it possible to gain a blended 360° view of your data, showing both contextual cross-domain relationships and transactional detail?"

Imagine what a difference it would make if everyone in an organisation genuinely understood how what they did impacted on the #customerexperience? That is such a cultural driver of change.

New from @CXAccelerator! 10 Different Ways to Listen to Customers https://t.co/cWt9w3FVqA #CX #CXQOTD via @murphyjfraser @aandescondor @Schulbz @SueDuris @RehbeinDanny @NicholasZeisler @CXpert @shanegold @CxExcellence

Such terrible service from @jdsports today. My son ordered a new pair of shoes online three weeks ago. Yesterday called to find out where it was and told order cancelled on their end with no notification. Today, no help, empathy or care from customer service team. Bad all round.

My call is still important to them after 30 mins. My importance to me is starting to wane though given how bad the IVR hold announcements are!

There is not much worse than hearing "Your call is important to us" after being in an IVR queue for 20 minutes. Cant be that important to you!

Its amazing to see how different the online coverage from @theage and @theheraldsun of COVID and news in general is these days. Not judging either, just noting!