Best Practice

3 ways for businesses to improve telephone customer service

Published on: October 21, 2016
Author: Derek Lewis

In a multichannel world, the telephone is no longer the default choice of consumers. However, it is still vital, particularly for more involved conversations. Yet new research from consumer group Which? shows that telephone customer service is failing to keep pace with customer needs.

What customers want this Christmas when it comes to service

Published on: October 14, 2016
Author: Neil Cox - Account Manager

New figures from the National Retail Federation point to sales increasing by 3.6% over the course of 2016 holiday shopping season in the US, hitting $655.8 billion. Ecommerce should grow between 7-10%, totaling as much as $117 billion. In the UK, retailers will be looking to bounce back from a disappointing 2015 festive season where heavy discounting hit margins in many parts of the sector.

7 key issues that are holding back digital transformation in insurance

Published on: October 07, 2016
Author: Chris Eideh - North American Sales Executive

Like many industries, insurance is being disrupted by digital technology. Nearly 80% of consumers want to use digital channels such as the web, email, social media and chat to interact with insurers – yet under a quarter of businesses say they are fully digital, according to Accenture. Traditional insurers face major challenges...

4 ways of raising the profile of customer service in your organization

Published on: September 30, 2016
Author: Anne-Merete Jensen - Senior Business Consultant

National Customer Service Week (NCSW) will soon be celebrated on both sides of the Atlantic. Running between October 3-7, it highlights the importance of customer service to every organization, and provides the opportunity to learn from best practice and to celebrate success across the sector.

Why making it memorable is key to customer experience success

Published on: September 28, 2016
Author: Steve Nattress

Consumers are constantly undergoing new experiences, but very few leave a lasting impression, with only those that are truly memorable remaining in our brains. These tend to be experiences that drive strong emotions – either of delight or anger. This is particularly true when it comes to the experience consumers receive from brands, with the majority quickly forgotten.

Balancing investment between digital and traditional customer service

Published on: September 16, 2016
Author: Derek Lewis

Many organizations are embracing digital transformation, making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media. However, new research from Accenture Strategy underlines the importance of offering a full range of channels to meet all consumer needs.

Getting ready for Christmas – 5 areas for retailers to focus on

Published on: September 14, 2016
Author: Anne-Merete Jensen - Senior Business Consultant

It may seem like a long time in the future for consumers, but as every retailer knows Christmas is coming – fast. Now is the period for finalizing plans and ensuring that the vital holiday season goes as well as possible. Customer service and the experience you offer consumers is a critical part of this, so what should companies be doing NOW to ready themselves?

The importance of understanding language in customer service

Published on: September 07, 2016
Author: Chris Eideh - North American Sales Executive

People use a whole range of different words to refer to your products – many will differ from those words that your organization uses internally. For example, research found that there are 57 names for the humble TV remote control, including the flipper, the changer and even the doofangle. This wide range of language can create problems for customer service...

Are you joining the dots when it comes to customer service?

Published on: September 01, 2016
Author: Pauline Ashenden - Demand Generation Manager

Today’s consumers want the freedom and flexibility to make contact using whichever channel they choose – and get a fast, helpful response to their query. They also want to be able to seamlessly move channels during the course of a conversation, without having to repeat themselves...

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