Happy customers are at the heart of successful businesses. While this sounds obvious, in today’s fast moving, multichannel world keeping customers satisfied – and winning new ones - is much more of a challenge than ever before.Companies need to look at their overall strategy and ensure that the processes and technology within their organisations are allowing customer service teams to d...
Our last post talked about the strains facing companies as consumers demand faster and faster responses to their queries. However it isn’t just speed that customers value – they want to be able to get an answer through whatever channel they choose, whether online or offline. And if you don’t provide the right experience they’ll simply take their custom elsewhere.To help Asi...
When it comes to customer service, consumer expectations only move in one direction – upwards. The combination of excellent service from market leading companies and increasingly high standards are continually raising the bar. This means companies need to be continually investing in improving their service to delight customers and match their peers.The perfect example of these increased expe...
We’re currently part way through National Customer Service Week (1-7 October), which acts as a focus for the importance of customer service to UK businesses. Led by the Institute of Customer Service, each day during the week has a separate theme - from Bringing your Strategy to Life to Improving Processes and The Future.The sheer breadth of subjects covered and the enormous number of o...
Telecoms companies have traditionally had a poor reputation when it comes to customer service, but new research from Ofcom shows that overall the picture is getting better. Overall complaints against broadband, landline and mobile suppliers are falling, according to the regulator’s latest report which covers April-June 2012.Topping the league for both poor landline (0.53 complaints per 1,000...
In the current economic climate, the public sector, like all industries, needs to increase efficiency so that it can operate within tighter budgets. But what is vital is that all citizens still receive a high quality customer service that meets their specific needs.The positive news is that technology has the power to deliver this combination of efficiency and good service. As the population switc...
According to recent figures from the General Medical Council (GMC), complaints against doctors in the UK have risen by nearly 23% in just a year, while written complaints across the whole of the NHS increased by 8%. However, at the same time overall customer satisfaction surveys and performance ratings of doctors have improved. And of the 8,781 complaints made in 2011, nearly 5,000 were taken no f...
Paris Exposition: Eiffel Tower, Paris, France, 1900 (Photo credit: Brooklyn Museum) As the clock ticks down towards Christmas, there is still time for retailers to make final changes to their websites in time for their busiest period. Continuing economic woes around the world mean that customers are demanding the highest levels of online service – if not, they will simply click across ...
Organisations today operate in a multi-channel world. Consumers want the freedom to be able to contact them through a whole variety of channels – the web, email, phone, social media, chat and letter. And they want to be able to use different channels for different interactions – so they might ask a general question on a company website and call or email with a specific enquiry about th...
The majority of companies are aiming to deliver good customer service. After all, it is a well-proven fact that poor service loses customers, costs more in putting things right and damages your brand. So give people a good service that exceeds their expectations and it will directly improve your bottom line.It all sounds very simple, but where it gets complicated is making customer service consist...