Category: Uncategorized

Customers say you’re doing great? Then you may be doing something wrong…

It’s a rainy Monday morning. You have the day off, but sorting out some important elements of your financial life will take a chunk of it. The school run was a Battle Royale and, frankly, you’re just not in the best...

Customer Experience Transformation: Financial Services

16th – 18th September 2013, London, UK www.customerexperiencefinance.com Join us at Customer Experience Transformation: Financial Services to discover how to execute marketing leading CX Strategy in order to engage, acquire and retain customers, and their trust, to sustain the future of international...

Sage Business Community launches

Lean businesses are calling on staff to be experts in many different jobs – and the launch of Sage Business Community helps to make this possible. A community is widely understood to be a valuable source of advice and support offline,...

Customers or Employees First?

What does it really mean to create a customer centric organisation? Organisations say it all the time. Many organisations have value statements that state that the customer is “at the heart of everything we do” – but what does that really...

Online anger spreads faster than joy

Chinese research has revealed that angry sentiments used online are shared more rapidly. A team from Beihang University in Beijing analysed the word choice and emoticons of people’s posts on the Chinese social network Weibo and split them into the categories...

3D Service—A New Dimension in Service Excellence

Reprinted with permission of hotelexecutive.com Get your 3D glasses ready! The renaissance of 3D movies is taking the entertainment industry by storm as audiences are drawn deeper into the many dimensions of a film. Physical and visual affects powerfully enhance...

New Health Sector

NEW Health Sector In partnership with the Patient Experience Network Note from Ruth Evans We have just held the first of our best practice events at last year’s overall PEN national Award Winner Alder Hey Children’s NHS Foundation Trust to celebrate the incredible...

Bank switch changes good for customers

New rules allowing customers to switch bank accounts within a week will put pressure on financial institutions to review the way they treat both new and existing customers. And it is about time that banks put customers at the heart of...

Case study: Kirklees Active Leisure (KAL)

Pursuing customer excellence in a challenging economic environment… Managing more than 2.85 million customers in an increasingly competitive environment, whilst adapting to a backdrop of decreasing local authority funding, is some juggling act that would leave a lot of organisations in...

Multichannel shopping – but what happened to multichannel customer service?

The retail sector is evolving in so many ways, and many retailers are implementing multichannel and omnichannel solutions with the ultimate objective of creating a truly integrated customer experience, But Steve Feeney, Account Director at Genesys, argues that an integrated...