In today’s fast changing world consumer expectations are continually rising. This means that delivering the right levels of customer satisfaction is a journey not a destination. Companies have to keep investing in improving the service and experience they offer if consumers are to remain satisfied. It seems that these investments are beginning to pay off...
We’ve already covered the trends that have developed in customer service last year, and now is a good time to take stock and review the statistics on how customer service fared in 2015 – what went well, what went badly – and why...
Housing demographics are changing across the world, driven by longer lives and the increasing cost of getting onto the property ladder. In the United States 4 out of 5 households don’t fit the traditional mold of two parents and pre-college kids, with a growing number containing multiple generations, such as grandparents or boomerang children that have left, then returned home...
When it comes to customer service, consumers want the ability to contact you through their channel of choice and get the same positive experience - receiving fast, accurate and consistent answers - however they get in touch.Delivering consistency is therefore important to both customers and the organization itself. Inconsistency frustrates consumers as they cannot be sure that they’ve...
In an era where social media, self-service and chat are being increasingly used for customer service, it is easy for organisations to overlook email or to not provide the channel with sufficient resources. Yet new research from analysts Contact Babel in The 2015 UK Contact Centre Decision-Maker’s Guide emphasise its importance while evaluating cost and time taken to answer...
While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others. This concept is backed up by recent research carried out by service design consultancy Engine. Its survey found that consumers rated the public transport, utility, insurance and broadband sectors, as worst for customer experience and service...
In the past contact centers were often viewed as a cost center, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently. As companies are becoming more customer-centric, this is approach is changing. Now businesses realize that they need to use the customer experience as a differentiating factor if they want...
The supermarket sector is one of the most competitive sectors in the UK. A combination of new entrants, aggressive price cutting and changing shopping habits is affecting all food and drink retailers, from the largest to the smallest. As well as moving to discounters, consumers are increasingly looking for convenience alongside price, choice and quality by choosing to shop...
The spread of digital customer service channels, from email and chat to social media, can provide organizations with significant benefits. According to McKinsey, if done well it boosts customer satisfaction by 33% while reducing contact center call volume, and generating savings of 25-30%. However, the complexity of multiple digital channels and increasingly...
Many studies show that people are much more emotional and less rational than we like to think. Research by Nobel prize-winning psychologist Daniel Kahneman, indicates that we have an intuitive, emotional side and a rational side when we are making decisions – and the rational side is less influential. Similarly, Steve Peters, a high profile sports psychiatrist and author...