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Are retailers letting their customers down?

Steve Williams from Qmatic explores the findings of a survey that exposes a disconnect between how retailers rate their performance and customer perceptions of actual service delivery Consumers confirm they’re being let down when it comes to experiencing a consistent, positive...

Appointments

Customer management consultancy, Ember Services, has responded to growing demand with two key appointments to its consultancy team. Nigel Bareham, who comes to Ember from Vodafone, will specialise in the development of customer strategies across online, voice and social channels.         Greg Latton...

Prismastar Appoints New CTO

Ave Wrigley joins from TagMan 5th June 2014 – eCommerce specialist PrismaStar has appointed Ave Wrigley as its CTO. Ave will be responsible for all of PrismaStar’s development and operations as well as innovating new products and technology. Ave takes up...

On Customer Experience…

There’s certainly nothing new about focusing on the customer experience to differentiate a business. Over the past decades, brands have rocketed to iconic status by doing just that. Think Apple, Virgin, Starbucks, and Disney. The difference today is that empowered consumers (B2C)...

Brevado – “Creating Products Synonymous with Better Customer Experience”

Like all great products or services, they solve a fundamental problem that meets a customer need, making lives simpler and easier in the process and in doing so creating better customer experiences. The Brevado team has done just that. Brevado is...

The Future of Customer Experience

This is Part Two of Joe Tawfik’s article about the future of Customer Experience. Joe is CEO of Kinetic – a specialist business process outsourcing (BPO) for the telecommunication industry – looks ahead at what is emerging in the field...

Is the traditional 9-5 on the brink of the extinction?

According to research by call handling service alldayPA, more customer service calls are being made on the weekend. Greater customer expectations are pushing companies to work longer hours to suit their needs, so is this a clear sign that the...

The Big Easy – Why travel retailers need to bring simplicity to customer interaction

Driven largely by advancements in online technology, the needs and expectations of today’s travellers have changed as much in the past two decades as they have over the past two millennia. As a result, today’s travel companies need to...

Are you playing to win, or just playing not to lose, with your customer experience?

B2B marketing professionals have become increasingly sophisticated in their efforts to identify and quantify the business impact of their marketing spend. Yet when it comes to initiatives to improve the customer experience, while the overwhelming majority of B2B companies are...

Are brands behaving badly?

Consumers want more regulation, legislation and governance on social media to tackle the unethical behaviour of brands online, according to a major study commissioned by The Chartered Institute of Marketing (CIM).  Despite acknowledging the value of social media to businesses, more...

Leaders come together to discuss creativity, motivation and culture in business

A series of events featuring inspiring leaders will be launching in London on the 2nd July. The movement aims to place organisational culture at the top of the agenda with events, articles and interviews. “Employee culture is the glue that holds...

Customer service departments in financial services sector struggle to connect the dots

Siloed approach to customer service leaves one in four queries unanswered first time With the next big digital innovation permanently just around the corner, today’s consumers expect customer service teams to be available – across multiple platforms – 24 hours a...