Monthly Archives: December 2014

Are the energy companies just buying new customers?

The Telegraph carried a fascinating report this weekend that explored the possibility that it is now cheaper for energy companies to ‘buy’ new customers, by offering great deals for switching, than to offer great service and keep the customers that … Continue reading

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Food retailers are competing on customer service

Food retailers are facing a tough time in the UK at present. The biggest of them all, Tesco, is facing up to some very unusual problems related to accounting errors (still under investigation) and Sainsbury’s has seen sales fall in … Continue reading

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Utilities Need Even Better #Custserv in Winter

It’s December again. As we slide towards the end of the year, retailers are enjoying their pre-Christmas rush and events like Black Friday and Cyber Monday offer consumers an opportunity to reduce their festive spend, but there is a different … Continue reading

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Customer experience is the #1 strategic objective for 2015

A recent report by the industry analyst Peter Ryan at Ovum was titled ‘customer experience should be the key focus for outsourcers.’ It contains some great insights. Ryan believes that those of us who advise other companies on how to … Continue reading

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