Category Archives: Customer Service

The 15 Business Dynamics Shaping Customer Experience in 2017

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

Posted in Current Affairs, Customer Service, Innovation, Strategy | Tagged , , , , , , , , , | Leave a comment

Does A Brand’s Corporate Structure Affect Customer Experience?

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

Posted in Customer Service, Strategy | Tagged , , , , , , , | Leave a comment

The Guardian ‘worst customer service awards’ 2016

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

Posted in Customer Service | Tagged , , , , , , | Leave a comment

Delivery Disasters Cause 73% of Customers To Shop Elsewhere

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

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

Does A Brand’s Corporate Structure Affect Customer Experience?

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

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

The 15 Business Dynamics Shaping Customer Experience in 2017

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

Posted in Current Affairs, Customer Service, Innovation, Strategy | Tagged , , , , , , | Leave a comment

British Black Friday Was Bigger Than Ever This Year

Our friends across the Atlantic enjoyed their annual Thanksgiving holiday last Thursday. Traditionally the day after Thanksgiving started the end of year shopping season, for whichever of the festivals you personally choose to celebrate at this time of year. Americans … Continue reading

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

Teleperformance Wins Contact Center World Industry Champion Awards

Contact Center World is one of the leading international journals and trade associations focused on the business of delivering a great customer experience. Each year they conduct their Industry Champions awards where individuals and companies in each country win the … Continue reading

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

UK CX Is Improving, But Forrester Still Says No Brand Is Excellent

This week saw London hosting the annual Forrester Research CX Europe event soon after they released their new UK CX Index data earlier this month. Scores for six out of the eight industries surveyed in the UK have improved their … Continue reading

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

Webinar: Customer Service – Staying One Step Ahead

On Wednesday this week I’ll be participating in a Webinar focused on how customer service is changing and how companies with expertise in delivering a great customer experience (CX) are developing a new role as partners to their clients. The … Continue reading

Posted in Customer Service, Innovation, Social Media, Strategy | Tagged , , , , , , , , , , | Leave a comment