Brand Quarterly

Martin Hill-Wilson

Martin is a customer engagement and digital business strategist. Also an author and international keynote speaker. Working under his own brand, Brainfood Consulting, he delivers a range of master classes that help brands evolve their social and digital capabilities. Current topics include omnichannel design, automation and self-service, customer experience management for contact centres, social customer service excellence. All targeted to deliver service innovation. Martin is also a founding member of Beyond Silos – a group of specialist practitioners offering design and delivery service for embedding customer hubs – next generation customer engagement.

Making The Shift To Social Customer Service
Martin Hill-Wilson Jul 13

Customer Service Social Media

Making The Shift To Social Customer Service

Martin Hill-Wilson Jul 13

As a long term supporter of social customer service, I’ve mixed feelings after almost a decade of brand involvement. It never scaled as we initially thought. After an initial tranche of brands who led the way and did a great job, there was silence. Too many brands remained scared of getting involved with their customers …

If Experience Is Brand, More Needs To Be Done

Brands Are Invisible On Voice

Strong Brands Engage Employees By Creating Great Experiences For Them

From Journey Maps To Action: Designing A Better Customer Experience

Enabling Employees To Do What They Want To Do

Understanding The Individual: Using Technology To Make An Impact

From Journey Maps To Action: Designing A Better Customer Experience

The Battle Of The Bots: Why Quality Assurance Is Crucial For Chatbot Success

Cutting Through A Digital World: How To Achieve 53% Customer Conversion

The Battle Of The Bots: Why Quality Assurance Is Crucial For Chatbot Success

Cutting Through A Digital World: How To Achieve 53% Customer Conversion

The Importance Of Inclusive Design In An Ever-Digitalised World

Enabling Employees To Do What They Want To Do

How To Create A Customer Service Culture

Do Or Do Not; There is No Constant

Martin Hill-Wilson

From Journey Maps To Action: Designing A Better Customer Experience

The Battle Of The Bots: Why Quality Assurance Is Crucial For Chatbot Success

Cutting Through A Digital World: How To Achieve 53% Customer Conversion

The Importance Of Inclusive Design In An Ever-Digitalised World

If Experience Is Brand, More Needs To Be Done

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Martin Hill-Wilson

Making The Shift To Social Customer Service Martin Hill-Wilson Jul 13

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Making The Shift To Social Customer Service
Martin Hill-Wilson Jul 13