It’s been a busy few weeks in customer experience, with the Institute of Customer Service’s Annual Conference and the Call and Contact Centre Expo both happening in the UK. What do the events teach us about the state of UK CX?
Delivering excellent customer service has never been more important to the bottom line. Ahead of National Customer Service Week we look at the key factors underpinning successful customer service today...
Everyone talks about the importance of the customer experience – from CEOs downwards. But what does it actually mean, and how does it impact your business? Based on Gartner’s definition, here are 5 key points to understand...
Ahead of next week's Institute of Customer Service (ICS) annual conference, new research spells out the enormous cost of poor service to brands. Figures from the UK’s Ombudsman Service found that it registered 55 million complaints over the last 12 months - costing UK businesses £37 billion as customers vote with their feet and move to alternative suppliers.
The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. Overall, consumer satisfaction has risen to 77.8, up 0.8 compared to January 2016, marking the fourth straight improvement in results. Satisfaction is at its highest since July 2013...
The original aim of customer service was relatively transactional – a consumer made a query, an answer was provided by the company, the customer was satisfied and the interaction was completed. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty....
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.
Companies understand that meeting customer needs is central to business success. But it can be more difficult to find out what consumers value most when it comes to the overall experience – and what drives them to switch to rivals. New research from the Institute of Customer Service (ICS) therefore provides some vital insight - read on to find out more...
For the majority of consumers digital channels, such as the web and email, are now the default method of researching and buying insurance. This is driving major change in the market, as forward-looking businesses invest in the digital customer experience.
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...