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?
Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends.Business success depends on a wide variety of factors and it can be hard to isolate customer experience in dollar figures.
Consumers in the US are six times more likely to receive outstanding consumer experience than their counterparts in the UK. That’s the stark finding from new research from KPMG Nunwood, based on a survey of 7,500 US consumers covering 243 brands across 10 sectors.By comparing this data with previous research in the UK, KPMG Nunwood found that not only did US consumers...
Employees are at the frontline of delivering the right experience to customers. No matter how strong your processes are, customer service comes down to the people who provide it. Staff who fail to show empathy or, even worse, are rude or sound bored risk damaging your brand and hitting customer loyalty. In comparison, agents who go the extra mile, being helpful...
The internet and ecommerce have transformed how we research, buy and communicate across a wide range of activities from shopping and choosing holidays, purchasing insurance to applying for a mortgage. Characterized by disruptive internet giants such as Google and Amazon, this shift has fundamentally changed customer service, but also brought its own challenges around confidentiality, protecti...
Online privacy is a topic that is constantly in the news at the moment, with iPhone app makers Path and Hipster the latest companies offering apologies after it emerged that they uploaded address book information from phones to their servers without asking permission. Other brands, including Amazon-owned retailer Zappos and Sony have had to issue apologies after their sites have been hacked and cu...