Monthly Archives: November 2013

Is the quality of customer experience more important than the product itself?

Posted on November 27, 2013 by Julia Gibbs

Here is a customer service quiz. Which leading retail Chairman recently said that the service you provide is more important that the product itself? His exact words were: “The company that provides the best relationship with the customer will win … Continue reading →

Posted in Current Affairs, Customer Service, Social Media | Tagged , , , , , , , , | 1 Comment

The last mile of customer service

Posted on November 20, 2013 by Matt Sims

Forbes magazine recently published an interesting feature on what they call the ‘last mile of customer service.’ The article focuses on the delivery process and how poor this can often be. It’s an area worth exploring. Think how much your … Continue reading →

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Customer service trends in 2014

Posted on November 14, 2013 by Alistair Niederer

It’s that time of the year again where everyone is thinking about what will happen in 2014. What are the important trends going to be and what do executives involved in customer service need to be thinking about? At the … Continue reading →

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , , | 2 Comments

It makes sense to invest in improving service for your existing customers

Posted on November 4, 2013 by Matt Sims

This infographic on customer experience by the marketing firm Shankman Honig features some eye-opening statistics. For instance: In 2012, 20% of customers left a regular service provider due to poor service 55% of consumers backed out of an intended purchase … Continue reading →

Posted in Current Affairs, Customer Service, Innovation | Tagged , , , , , , | 1 Comment