GiffGaff

Customer service: which brands really get it?

The customer service industry was created by mistake.

It’s been effectively outsourced by many companies (intent only on cost containment) for the past decades, and since the advent of the consumer internet has often been woefully ill-suited to meeting customer needs. 

Should companies be making more of gamification?

I was recently asked whether gamification could be of use to a company. My short answer was “yes, if done right”.

So why do some say that gamification is heading into the trough of dissolutionment? Why are there not many more case studies of incredible gamification success by major companies?

My thoughts, with reference to the use of gamification by utiities,  are below…