Category Archives: IT

HTC ‘New and Improved Services’ – Maybe They Need New and Improved Communication

Today I received an email from my mobile phone provider telling me that they’re “Improving the service and value” they deliver to their customers. That’s not what the email meant to me, their customer. These ‘improvements’ mean that they’ll be … Continue reading




Posted in Blog, IT | Tagged customer appeal, customer communication, customer experience, customer journey, customer loyalty, customer perspective, customer service, how to apologise, HTC, it customer service, mobile retail, Net Promoter Score, NPS, seeing through the eyes of the cusotmer | Leave a comment

10 Customer Experience Tips for Technicians if they Want to Get Client Appreciation

  Throughout my career, I’ve worked with a number of technicians: IT support, telecoms, eCommerce and self-employed website designers to name just a few. They’re a great bunch and I’ve had plenty of banter with them over the years… but … Continue reading




Posted in Blog, IT | Tagged accenture, advice for technicians, it customer service, it fulfilment, Net Promoter Score, NPS, support and service, technical training | Leave a comment