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Posts tagged with British Gas

hive offices

Hive: A startup culture in a corporate behemoth

The team at Hive have an interesting story to tell.

Iterating a new product in a nascent part of an old industry, doing this within an enormous organisation like British Gas, while maintaining an independent, startup culture.

There's a lesson in there for anybody.

Here's what I learnt about Hive by listening to Tom Guy, product and commercial director, at #canvasconf, organised by 383.

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Why the insight & creativity sweetspot delivers better customer experiences

If we’re going to deliver the experiences customers expect, we need to break free from the silos.

If I had a pound for every comment piece I’ve read about the great divide between data and creativity, I’d be about to jet off on a world tour, not just my usual summer break. 

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Twitter logo

Seven Twitter Q&As and the lessons that can be learned

Twitter Q&As are like London buses – you wait ages for one then 100 come along at once. At least I think that’s how it goes?

In recent months brand marketers must have been busy convincing prominent members of staff to make themselves available on social media, as it seems every day someone else is answering questions via a hashtag.

The main benefit of these Q&As is PR, as the likelihood is that a huge number of trolls will try to ruin the exchange and inadvertently get it trending.

It tends to be the preserve of pointless celebrities and footballers, however every now and then someone of genuine interest agrees to get involved.

This roundup includes seven Twitter Q&As that proved to be useful for one reason or another...

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Angry mob

72% of customers expect complaints on Twitter to be answered in one hour

53% of customers who ask a brand a question on Twitter expect a response within one hour.

However, if a customer makes a complaint to a brand using Twitter, that figure goes up to 72%.

These stats come from the latest research by Lithium Technologies and perhaps contradicts the previously held notion that just 11% of people expect to receive customer service via social media.

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AskBG

The British Gas Twitter meltdown: What could #AskBG have done better?

As I write this energy supplier nPower is currently in the midst of a mini-Twitter storm following announcements of an 11% price hike about to hit consumers, but the backlash is nothing compared to the furious storm that hit British Gas last week following a similar price increase.

So what made British Gas the subject of so much fury, and how could they have handled the situation better? 

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