In previous posts we’ve identified insights that modern customer service teams can learn from the great thinkers of classical antiquity and from key historical figures. In the next instalment of our series we delve into significant quotes from modern business leaders – what can they teach you and your team?
Want to improve how you listen to the Voice of the Customer? Start by reading these 3 key books on the subject...
The need for customer service teams to embrace social media is growing, as more and more consumers use the likes of Twitter and Facebook to ask questions, complain and share their experiences of brands. In our own research we’ve seen that more and more UK companies are now making social media part of their strategy. The 2012 Eptica Multichannel Customer Experience Study found that 70% and 64...
Delivering consistently high levels of customer service is a constant balancing act comparing resources against demand. While it can be relatively easy to deal with a small number of customers, when your sales increase you have to be able to scale customer service to cope.This is particularly true when your product or service moves from just being used by savvy early adopters who are happy to work...