Tag Archives: customer experience

A Twenty-Year-Old Lesson In Customers By Bill Gates

1995 was a big year for Microsoft. The launch of Windows 95 cemented their dominance of the PC market and this has only been challenged fairly recently with the surge in popularity of open source alternatives – and the resurgence … Continue reading

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Making it difficult for the customer is making it difficult for your business

In the last Blog I wrote ‘Why being easy isn’t a bad thing’ I explored five principles for making you an easy organisation to interact with and thus retain customer advocacy and loyalty. I felt compelled to re-visit the first one … Continue reading

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Technology creates more jobs than it destroys

My colleague Simon Dillsworth recently wrote an excellent blog about the growth of Robotic Process Automation (RPA) here. Despite the name, RPA does not imply that services – such as customer service processes – are being overrun with robots that … Continue reading

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Why Being Easy Isn’t A Bad Thing

As a technophile I was proud to already have used Apple Pay on my iPhone to pay for last Saturday night’s takeaway.Until this watershed moment I had always paid in cash or occasionally online but using Apple Pay was a … Continue reading

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Do Banks Need Humans?

Banks have been developing an online offering for many years now. The first online banks arrived in the UK in the late 1990s so the leading companies already have two decades of online banking experience now. Online banking has become … Continue reading

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Low Prices vs Great Service – which will win in the battle for our wallets?

Can Jet break my Amazon habit? That’s what the new ecommerce site is aiming to achieve now they have finally launched. Their plan is to eventually charge a $50 membership that will give access to prices that beat their giant rival. … Continue reading

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Do Executives Really Believe in Great Customer Service?

A new report from the Institute of Customer Service (ICS) suggests that the suspicion of many customers is actually true – that most executives have no idea what their customers really want. In addition, these same executives are charged with … Continue reading

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