Tag Archives: engagement

Real Leadership Means Listening To Your Customers

Posted on August 11, 2015 by Matt Sims

I recently blogged about the problems some executives have identifying with their own customers. The Institute of Customer Service research I referred to shows clearly that many executives have no idea what the customer really wants and don’t appear to … Continue reading →

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Retailers Need To Analyse Customer Behaviour

Posted on June 23, 2015 by williamvcarson

This post is by Liz Parry, Strategic Account Director at Teleperformance UK If you have never heard of the Teleperformance Customer Experience (CX) Lab then click here and take a look at some of the insight and analysis they produce. … Continue reading →

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Do Energy Companies Need to Improve Customer Service?

Posted on June 18, 2015 by stuartmorristp

As I wrote in my last blog, the UK energy industry was generally pleased to see that the political uncertainty around the UK general election was swiftly dampened by the Conservative party winning a majority, but there are still critics … Continue reading →

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Trust. Has your utility provider earned it?

Posted on March 31, 2015 by richardnichollstp1

I spent Wednesday and Thursday last week at the marketforce 20:20 ‘Future of Utilities’ event in London and was delighted to hear the same word over and over again from a myriad of speakers from every corner of the Energy … Continue reading →

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ICS: Customer Experience In The Relationship Economy

Posted on February 25, 2015 by Matt Sims

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 Loyalty Will Be Created By Engagement

Posted on February 9, 2015 by Matt Sims

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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Will customer loyalty depend on new payment systems?

Posted on December 22, 2014 by brownsourcing

The technology magazine Wired featured a story last month about the new Apple Pay payment system. The really interesting part of the story was a description of the Starbucks loyalty programme in the US. Starbucks has combined loyalty and payment … Continue reading →

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Customer experience is the #1 strategic objective for 2015

Posted on December 1, 2014 by veronicawardell1

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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What price good service?

Posted on November 14, 2014 by Jackie Lowe

More than a decade ago, outsourcers sold themselves as technology partners, able to offer voice platforms that significantly reduced the cost of voice services.  Then came the age of ’employee investment’, and those that could demonstrate the ability to attract … Continue reading →

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The future of customer service is already with us today

Posted on October 16, 2014 by veronicawardell1

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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