Monthly Archives: December 2016

The Guardian ‘worst customer service awards’ 2016

Posted on December 30, 2016 by Matt Sims

The Guardian has published their awards for the worst customer service examples in 2016. As you might expect, it’s a sorry list indeed, populated with inexplicably poor treatment of customers from some of the biggest brands in the UK. However, … Continue reading →

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Delivery Disasters Cause 73% of Customers To Shop Elsewhere

Posted on December 27, 2016 by Matt Sims

The Institute of Customer Service (ICS) estimates that during the last Christmas period in the UK over 16 million customers suffered delivery delays with items they had ordered and this was directly responsible for 73% of them avoiding the retailer that … Continue reading →

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Does A Brand’s Corporate Structure Affect Customer Experience?

Posted on December 27, 2016 by Matt Sims

Over the past few years I have become more convinced than ever that corporate structures need to radically change. This is entirely driven by the change in the way that customers learn about products and then engage with brands – … Continue reading →

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Merry Christmas From Teleperformance UK

Posted on December 23, 2016 by Matt Sims
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The 15 Business Dynamics Shaping Customer Experience in 2017

Posted on December 23, 2016 by Matt Sims

It’s that time of the year again, the most wonderful time as the song goes, certainly the most wonderful time of the year for analyst predictions. Forrester recently published a list of 15 business dynamics that are shaping the future … Continue reading →

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Guyana: Delivering CX Expertise From South America

Posted on December 5, 2016 by Matt Sims

I saw Prince Harry featured on the BBC this week because his extensive Caribbean tour took him to Guyana. This South American nation is bordered by Venezuela, Brazil, and Suriname, yet in terms of culture and language it is distinctly … Continue reading →

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