Category: Customer Experience

5 Ways to Improve Your Customer Service

New research undertaken by virtual assistant service provider ava has shown that 51% of people in the UK would happily pay over the odds for something if it meant they received better customer service. The study also confirmed that 33% of...

Customer strategy: ten key principles

The conventional approach to gaining customers, which was based on picking a segment of purchasers to target and developing products for that segment, is no longer sufficient. A customer strategy goes further: it is the articulation of the distinctive value...

Back to the Future of Personalised Shopping Experience

The anonymous shopping experience has had its day. On the back of the success of digital personalisation, retailers are turning their attention to the in-store experience, recognising both the rise in customer expectation and the differentiation personal service can offer....

7 Customer Experience Approaches that Are Dying Out Fast

The choice and freedom available to consumers in the wake of the online revolution has forced brands to work harder to acquire and retain customers. Companies are throwing everything at the challenge of delivering a superior customer experience with the...

Whoever Said Surveys Are Dead Is Dead Wrong

It’s time to take a survey. Ready? Here it goes… Do you, as a marketer, believe that surveys are dead? That in the world of social media, chat, and even text messaging, those pesky surveys are just a thing of...

How to Deliver Control and Fairness to Customers in Collections

Treating customers fairly is not only a central tenant of the Financial Conduct Authority’s (FCA) regulations, but it’s good practice to treat others as you would like to be treated yourself. Today’s consumers are more demanding and better protected than...

How Not to Make a Sale

When asked to describe the typical salesperson, people generally wouldn’t paint an especially complimentary picture. They may think of Del Boy from the classic TV series Only Fools and Horses, a fast-talking shyster always looking for the next victim to...

Confessions from a Conference Call

Conference call provider Powwownow recently conducted a survey to find out what the UK actually get up to when on a conference call. The results are indeed interesting. 12% of respondents have used the toilet whilst on a conference call. Over...

Complaint Handling Drives Brand Loyalty

Many companies are terrified of customer complaints. What they don’t understand is that complaints are actually a blessing in disguise. Not only does your company have the chance to fix a problem, it is also a great opportunity to build...

Empower Contact Center Agents with Adaptive WFO

These days, people expect personalization and individualized focused service. Think Netflix or amazon. Your agents are no different. High agent turnover, increasing costs and customer dissatisfaction, is the reality of most contact centers. The cookie-cutter approach to managing, training and evaluating...