Tag Archives: forbes

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

Retaining Customer Loyalty on today’s Customer Journey Rollercoaster

In his most recent blog, Teleperformance UK & RSA CEO Matt Sims wrote about the changing customer journey and how there has been a dramatic change in the way that customers and companies engage in the past decade. Even in … Continue reading

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

Great CX Is Not Just A “Nice To Have” Strategy – It’s Essential

Two years ago the Harvard Business Review (HBR) published a detailed analysis on how to quantify the value of the customer experience (CX). Their research showed that across different industries and business models it could be demonstrated with hard data … Continue reading

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

Be Brave And Consider How You Can Create A Future-Proof Company

The business journal Forbes recently featured an article by Shawn Price, the cloud technology head of technology company Oracle, where he states: “Going forward, I believe 85% of brand differentiation will be based on customer experience. In today’s world, where … Continue reading

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

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

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

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

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

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

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

Are you ignoring those silent, dissatisfied customers?

The business magazine Forbes recently featured an article that suggests only 25% of dissatisfied customers let companies know that they are unhappy with a product or service received. The vast majority of customers stay silent and just never return to … Continue reading

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

Look beyond your peers when comparing #custserv levels

As the work of a customer service team has become more transparent and visible, the importance of their work has become more obviously valued. Now that the customer service team is so clearly the link between most brand names and … Continue reading

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

Is every part of your company now customer-centric?

Forbes magazine recently published an interesting focus on marketing recently that explored various examples of customer service from companies such as Apple, Southwest Airlines, and Zappos. The focus of the piece was on marketing and how every good business can … Continue reading

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