Category: Uncategorized

Customer experience Titanic or Titan in the making?

Paul Massara took over as the chief executive of npower in January 2013. Arguably a difficult job to take on, not least because of the poor customer service reputation and previous mis selling practices conducted between 2009 and 2012, allegedly...

Metro Bank – A delightful and daringly different banking experience

I was recently very honoured to get a new and titled follower, along with a retweet, on Twitter. In fact this follower has two titles, which, considering he’s a dog and is associated with a bank is even more impressive....

Customer Service: The Key To B2B Companies’ Profits

Do you lead or manage a business-to-business company? Great customer service may be even more important for your organization than for companies serving individual customers directly. B2B companies tend to have far fewer customers but their accounts are...

Caught Between Fear and Trust – Elephants in Public Sector Performance

My research and training within the public sector reveals staff are clearly feeling the pressures of performing in climates of: more for less cut backs redundancies limited promotion opportunities diminishing resources pay freezes The Effects of Fear and Trust Health care, emergency services and council services amongst others,...

Winners share secrets to their success

With Customer Experience being high on the radar for businesses, it’s no surprise that The Cranfield Customer Management Forum (CCMF) set the agenda for their February workshop ‘Winning with Customer Experience’. A series of thought provoking presentations were made by...

Call Centre winners who treat complaints like gold

AmicusHorizon are champions when it comes to contact centres, having scooped the ‘Best Small Contact Centre’ at the 2013 UK Customer Experience Awards. We look at how they make their call centre stand out. AmicusHorizon is a charitable housing association (contact...

Digital choices

The all-new UK Digital Experience Awards are on the lookout for creative entries that have enhanced the digital experience of customers. The Digital Awards will follow the same format as the highly successful UK Customer Experience Awards, and are presented in...

The bright future of web chat in the UK

The real-time online customer service solution, iAdvize and the CallCentre.co.uk, a trusted resource for the contact centre and customer service community have just published the results of a survey investigating how UK businesses perceive web chat. The pool of respondents...

Customer Experience in the call centre: New approaches to Quality and Performance

It’s still true that even in this digital age the call centre is many customers’ only point of contact with a company. A lot has been said about the call centre industry, and in most cases it is portrayed in...

Your future is in your hands

Back in mid-January, BDO released a report, written by the Economist Intelligence Unit (EIU), which looked into the impact of poor customer service on businesses worldwide. The report, which surveyed more than 800 senior business leaders from around the world found...