Tag Archives: customer experience

When Was Your Last Great Experience as a Customer?

When was the last time you interacted with a brand and came away from the experience feeling really good – as if they really understood you and appreciated you as a customer? Unfortunately, for many people this is a difficult … Continue reading

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ICS: Customer Experience In The Relationship Economy

The Teleperformance UK team is attending the Institute of Customer Service (ICS) annual conference next week, which is always a great one-day focus on the latest customer experience trends. In preparation for the conference I took a quick look at the … Continue reading

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Customer Experience Happens While You Are Busy Making Other Plans

Think of a brand, an organisation, commercial or private. Then think of the customers who collectively form the value pool – growth and profit – for these businesses. We visualise the multiplicity of customer journeys and the infrastructure needed to … Continue reading

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Customer Loyalty Will Be Created By Engagement

I recently found a Forbes article from last year that described how engagement will be the future source of customer loyalty. This was back in March 2014 and when talking of ‘the future’ you probably don’t expect it to arrive … Continue reading

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Is Customer Service Adapting to the Mobile Customer?

Mobile commerce used to be considered an added extra. Most customers browsing an online store would shop on a laptop or PC and not on the tiny screen of their phone – but that has all changed. Phone screens are … Continue reading

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Why do energy companies provide a customer (don’t) care service?

The Guardian recently focused attention on falling oil prices and how UK energy customers are not seeing this passed on to their bills. According to their data, the average British energy customer is now overpaying by around £140 per year. … Continue reading

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In 2015 the focus is on great customer experience.

It’s a new year. A lot happened in 2014 and the world of customer service in general is moving fast, but I think that there is going to be a subtle change in how business operates in 2015. And I … Continue reading

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