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	<title>Big Talking Shop &#187; Customer Services</title>
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	<link>http://www.bigtalkingshop.com</link>
	<description>Customers, Sales, Marketing, Research, Ethnography</description>
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		<title>Listening to all of your available channels</title>
		<link>http://www.bigtalkingshop.com/2009/07/listening-to-all-of-your-available-channels/</link>
		<comments>http://www.bigtalkingshop.com/2009/07/listening-to-all-of-your-available-channels/#comments</comments>
		<pubDate>Wed, 01 Jul 2009 13:37:32 +0000</pubDate>
		<dc:creator>Paul P Roberts</dc:creator>
				<category><![CDATA[Customer Services]]></category>
		<category><![CDATA[Market Background]]></category>
		<category><![CDATA[Twitter]]></category>
		<category><![CDATA[insights]]></category>
		<category><![CDATA[product reviews]]></category>

		<guid isPermaLink="false">http://www.bigtalkingshop.com/?p=90</guid>
		<description><![CDATA[Forget Twitter; Your Best Marketing Tool Is the Humble Product Review

NEW YORK (AdAge.com) -- Last fall, executives from Oriental Trading Co. read a product review from a woman planning her autumn wedding complaining that her order of fall leaves didn't look anything like the picture on the website. The execs went straight to the warehouse, pulled the product and compared for themselves. She was right -- it didn't look the same. The explanation: The company had recently switched vendors for that particular product, and the new vendor's version wasn't up to snuff. So the company pulled it.

While the first lesson of the story is that you never want to disappoint a bride, the more important one is that marketers are learning to listen. And for all the ink spilled on the importance of Twitter and Facebook as feedback and customer-service channels, there's another social-media tool marketers are increasingly finding useful, not just as an online-shopping tool but as an internal, culturally changing consumer-criticism channel: the humble product review.  <a href="http://www.bigtalkingshop.com/2009/07/listening-to-all-of-your-available-channels/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<title>Couple of interesting books</title>
		<link>http://www.bigtalkingshop.com/2009/03/couple-of-interesting-books/</link>
		<comments>http://www.bigtalkingshop.com/2009/03/couple-of-interesting-books/#comments</comments>
		<pubDate>Wed, 18 Mar 2009 15:49:07 +0000</pubDate>
		<dc:creator>Paul P Roberts</dc:creator>
				<category><![CDATA[Customer Services]]></category>
		<category><![CDATA[marketing]]></category>
		<category><![CDATA[Sales]]></category>
		<category><![CDATA[consumer]]></category>
		<category><![CDATA[cultural change]]></category>

		<guid isPermaLink="false">http://www.bigtalkingshop.com/?p=68</guid>
		<description><![CDATA[If your working through a project looking at the relative value of customer services and profit these are good background books. Amazon.co.uk Widgets Tweet]]></description>
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		<slash:comments>0</slash:comments>
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		<title>What about those that are left?</title>
		<link>http://www.bigtalkingshop.com/2009/02/employee-motivation-in-a-downturn/</link>
		<comments>http://www.bigtalkingshop.com/2009/02/employee-motivation-in-a-downturn/#comments</comments>
		<pubDate>Thu, 12 Feb 2009 21:15:59 +0000</pubDate>
		<dc:creator>Paul P Roberts</dc:creator>
				<category><![CDATA[Customer Services]]></category>
		<category><![CDATA[employer branding]]></category>
		<category><![CDATA[Human Resources]]></category>
		<category><![CDATA[morale]]></category>
		<category><![CDATA[recession]]></category>
		<category><![CDATA[redundancies]]></category>
		<category><![CDATA[retention]]></category>

		<guid isPermaLink="false">http://www.bigtalkingshop.com/?p=37</guid>
		<description><![CDATA[In these times when a great number of people globally have either or are about to be out of work its interesting to spare a thought for those that are left. Publish articles on traders sat on their own where &#8230; <a href="http://www.bigtalkingshop.com/2009/02/employee-motivation-in-a-downturn/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Twitter and Google as customer service tools</title>
		<link>http://www.bigtalkingshop.com/2009/02/twitter-and-google-as-customer-service-tools/</link>
		<comments>http://www.bigtalkingshop.com/2009/02/twitter-and-google-as-customer-service-tools/#comments</comments>
		<pubDate>Wed, 11 Feb 2009 08:59:10 +0000</pubDate>
		<dc:creator>Paul P Roberts</dc:creator>
				<category><![CDATA[Customer Services]]></category>
		<category><![CDATA[Google]]></category>
		<category><![CDATA[Human Resources]]></category>
		<category><![CDATA[marketing]]></category>
		<category><![CDATA[Sales]]></category>
		<category><![CDATA[Twitter]]></category>
		<category><![CDATA[call centre]]></category>
		<category><![CDATA[communities]]></category>
		<category><![CDATA[cultural change]]></category>
		<category><![CDATA[employer branding]]></category>
		<category><![CDATA[recession]]></category>

		<guid isPermaLink="false">http://www.bigtalkingshop.com/?p=24</guid>
		<description><![CDATA[Feb 09, 2009 (Datamonitor via COMTEX) -- 

The current business environment consists of a struggling economy, in which customer acquisition is challenging, while consumers are increasingly sharing information on the web. These trends have created an opportunity for contact centers to utilize social networking websites to improve customer service at a low cost, by integrating Web 2.0 technologies with other communication technologies. 

The new meaning of 'multichannel contact center' 

 <a href="http://www.bigtalkingshop.com/2009/02/twitter-and-google-as-customer-service-tools/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<title>Companies where both employees and customers are happy</title>
		<link>http://www.bigtalkingshop.com/2009/02/companies-where-both-employees-and-customers-are-happy/</link>
		<comments>http://www.bigtalkingshop.com/2009/02/companies-where-both-employees-and-customers-are-happy/#comments</comments>
		<pubDate>Wed, 04 Feb 2009 22:46:04 +0000</pubDate>
		<dc:creator>Paul P Roberts</dc:creator>
				<category><![CDATA[Customer Services]]></category>
		<category><![CDATA[Human Resources]]></category>
		<category><![CDATA[employer branding]]></category>

		<guid isPermaLink="false">http://www.bigtalkingshop.com/?p=16</guid>
		<description><![CDATA[There has always been a link between the relative happiness of employees and the relative hapiness of the customers they serve. Talking through this today it was interesting to try and indentify those companies that fall in that bracket. Would &#8230; <a href="http://www.bigtalkingshop.com/2009/02/companies-where-both-employees-and-customers-are-happy/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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