Author Archives: veronicawardell1

Investing in Customer Experience is essential for growth

Over the past couple of years it has been interesting to see how the analyst Ovum has started ranking customer experience as the number one strategic imperative for company executives today. Based on conversations with their clients, Ovum has repeatedly … Continue reading

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What is the value of customer service in a monopoly?

An important justification for investment in customer service is that it is a competitive differentiator. If you serve customers poorly then they will purchase from your competitors in future, but what if you have no competition? It’s a far more … Continue reading

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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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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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Making sure your digital customer stays a customer forever

Social networks have changed the customer service industry beyond recognition. The creation of a multichannel environment where the customer chooses the channel, can jump across channels, and most of the interactions are public is a very different type of customer … Continue reading

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The future of customer service is already with us today

The social media analysis company Hootsuite has just released a new white paper focused on the future of customer service. You can download a copy here. As you might expect, it’s packed full of statistics, but I want to pull … Continue reading

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The tourism industry is being reshaped as customer service becomes a priority

The recently published UKCSI (UK Customer Services Index) has shown some interesting results for the tourism sector. Six individual tourism-related organisations were named in the top 50 of all organisations in the UK. The UKCSI research is conducted by the … Continue reading

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