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Customer service podcast: delivering an always-on customer experience

How you can be there for your customers whenever they need you

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Episode 4: Staying open in an always-on world

In the age of the always-on consumer, technology has helped many small businesses offer the kind of round-the-clock customer service usually reserved for their corporate counterparts. And yet, you don’t have to be a total technophobe to feel reluctant about adopting digital tools. So why does this hesitation exist?

How can you overcome tech anxieties and use it to provide a great customer experience? In this podcast we hear from experts and SMEs who’ve been there and made a success of it.


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In this episode of In good company, you’ll find out:

  • how today’s tech can help you upgrade and support customers 24/7
  • why we’re wary of adopting these digital tools
  • how some SMEs have overcome their tech hesitations and reaped the rewards. 

A flavour of what you'll hear

“With self-service, we want to make it easy for customers to find the answers they need…technology makes all of that possible”

Isobel Mills

Customer Delight Manager, Bloom & Wild


The company you'll be in

Meet your host: Kate Russell

Kate has been writing about technology since 1995. Her first book ‘Working the Cloud’ is a collection of online tips, tricks and resources for small businesses, start-ups and entrepreneurs. Kate reports for the BBC’s technology programme ‘Click

Kate Russell

Meet the SME: Isobel Mills

Isobel is the customer delight manager at Bloom & Wild. Founded in 2013, it’s equal parts technology company and florist, offering customers the chance to be there from anywhere with flowers for those they love.

Bloom & Wild

Meet the SME: Will Mapstone

Will started Wash Doctors in 2017, using his experiences as a Deliveroo driver to create an on-demand car wash service. The service combines technology and a growing team of washers to provide waterless car washes, on demand, across Central London.

Wash Doctors

Meet the expert: Michael Heppell

Michael is a customer service expert and best-selling author. He has worked with everyone from Category B prisoners to business leaders; from Premiership footballers to TV personalities.

Michael Heppell

Meet the expert: Dr Nicola J Millard

Nicola is head of customer insight and futures in our global innovation team. She combines psychology with futurology to try and anticipate what might be lying around the corner for customers and organisations.

Dr Nicola J Millard