Author: Sophie Hawker

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What does the rating you give to your Uber driver say about the future of human interaction?

On Friday, the new series of Black Mirror hit Netflix, and with social media and virtual reality gaming the topics of the first two episodes, I’m trying to count it as ‘important work-related viewing’. 

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How Hotels.com uses email to keep me as a loyal customer

Some of my favourite and most dangerous emails are from Hotels.com.

Favourite for reasons I will explain. Dangerous because the offers are too tempting!

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What a Mexican and an Italian taught me about online customer service

It’s rare that I complain to a company via social, but when I do, like many people, I expect a quick and effective response.

We’re so used to immediacy through social media that it’s very easy for brands to trip up and fail to meet customer expectations. 

Dealing with customer service queries and complaints is a challenge for many brands, calling into question response times, how many staff hours should be dedicated to social, what the company tone will be, and how to answer within a 140 character limit.

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