Tag Archives: customer experience

Moving the customer experience moving from good to great

Industry analyst, Michael Gazala of Forrester, published a blog recently that will strike fear into the heart of any company with a merely average attitude toward customer service. Gazala said that the Forrester data on customer experience has seen the … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , , , | Leave a comment

How can tech help improve #custserv?

Tech Week Europe magazine recently listed six ways that technology can improve the customer experience. Now my first thought when I saw this was ‘only six’, but then it’s true that people are only just starting to notice how important … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Technology | Tagged , , , , , , , , , , , | 1 Comment

Making services innovation a reality today

Outsource Magazine and the consulting firm Alsbridge were recently looking for some examples of innovation so I thought I’d respond here on the blog with a few ideas. Innovation is a word that is used so often in product brochures … Continue reading

Posted in Contact Centres, Current Affairs, Innovation, Strategy | Tagged , , , , , , , , , , , , , , , , , , | Leave a comment

I’m getting Emotional! It must be Customer Satisfaction.

There’s a frilled lizard running down the street after the pizza delivery man, getting emotional because his order is cold. Little Frill can’t understand why all customer service can’t be like First Direct. It’s a simple ad that reminds every … Continue reading

Posted in Customer Service, Contact Centres, Current Affairs, Utilities | Tagged , , , , , , , | Leave a comment

How do you cope with new #custserv channels?

One of the biggest changes to the customer experience in the past half-decade has been the explosion of channels that customers can use to communicate with brands and the freedom of choice. By freedom, I mean that customers will often … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Social Media, Strategy | Tagged , , , , , , , , | Leave a comment

There is no such thing as bad publicity – except when it’s your customer experience

Oscar Wilde famously once said: “There is only one thing in life worse than being talked about, and that is not being talked about.” The implication was that being in the spotlight is always a good thing, no matter what … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , , , , , | Leave a comment

Customer loyalty is changing

I read a news item on TechRadar recently titled ‘customer loyalty is changing and your marketing plan should be too’ and I was interested in the idea that customer service commentators are now explicitly defining ‘customer loyalty’ and linking this … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Innovation, Marketing | Tagged , , , , , , , , , , , | Leave a comment