Blog

Moving from Customer Experience Laggard to Leader

Published on: August 05, 2015
Author: Dharmesh Ghedia

Being able to deliver a superior customer experience can potentially transform your company’s business. It can help to differentiate you from competitors, increase customer loyalty and ultimately help to drive sales and boost revenues. So how do you go from being a customer service laggard to achieving a leadership position – and then ensuring you remain there?

How switched on is utility customer service?

Published on: July 31, 2015
Author: Pauline Ashenden - Demand Generation Manager

In a sector where it can be difficult to differentiate between suppliers, delivering superior customer service is increasingly vital for utilities. And as a regulated industry, it is closely watched by government and consumer groups, facing large fines for poor customer service and misselling. Last year the UK government acted to simplify tariffs and make it easier for customers to switch...

How to make customer experience improvement a continuous process

Published on: July 27, 2015
Author: Anne-Merete Jensen - Senior Business Consultant

Today, all organizations understand the importance of improving the customer experience they provide if they want to succeed in winning business and increasing loyalty. The customer experience should be improved constantly, otherwise even once leading companies will simply fall behind their competitors and customers will move elsewhere.Companies require an effective management process to...

Is UK customer service finally improving?

Published on: July 23, 2015
Author: Derek Lewis

Every six months the Institute of Customer Service publishes its UK Customer Satisfaction Index (UKCSI). Run since 2008, the UKCSI both provides a snapshot of current performance by organizations across the country, and allows longer term trends to be measured. The latest index has just been released and is based on over 39,000 responses from more than 10,000 people, cover...

What are the challenges for customer experience across APAC?

Published on: July 22, 2015
Author: Vincent Giraud - Business Development Manager

Consumers in Asia Pacific are becoming more and more demanding. They want to receive a superior customer experience, personalized to their needs, on their channel of choice, with their questions answered quickly and consistently. If they don’t get what they are looking for, they are not afraid to change supplier, while sharing their opinions on social media. How can companies operating in...

The financial benefits of better customer experience

Published on: July 22, 2015
Author: Pauline Ashenden - Demand Generation Manager

In an ever more competitive business world, the customer experience that companies offer can be a key differentiator in winning and retaining consumer loyalty. But how can you quantify this in financial terms?

Meeting the needs of the autonomous customer

Published on: July 17, 2015
Author: Robin Tandon - Senior Product Marketing Director

The growth in online channels has dramatically changed how customers interact with brands in every sector. They now demand a better experience, across more and more channels, and are far less loyal to companies that fail to deliver what they want. As digital natives, they are empowered by the information they find online and use the internet and social media as their primary means...

Reducing the cost of telephone customer service

Published on: July 15, 2015
Author: Pauline Ashenden - Demand Generation Manager

Despite the rise of digital channels and the growth of multichannel customer service, the telephone remains vital for businesses and consumers. In fact, while customers are certainly increasing their use of online self-service resources, web chat and social, research from Forrester indicates that 73% still use the phone for customer service. However, one of the biggest issues...

Why customer service is vital to telecoms success

Published on: July 10, 2015
Author: Steve Nattress

Communications technology is now central to everyone’s lives. Whereas twenty years ago most people just had a fixed telephone line, today consumers rely on a combination of mobile phones, broadband, and wireless data, to communicate with the world, work remotely and stay in touch with loved ones. As the importance of telecoms has grown, so has the significance of the customer service...

The need for innovation in APAC customer experience

Published on: July 08, 2015
Author: Vincent Giraud - Business Development Manager

Customer experience is becoming the vital differentiator for organizations around the world. The combination of more demanding consumers, greater competition and the need to provide service across many more channels has made delivering a superior customer experience central to business success.Companies operating in the Asia Pacific region also face a number of local challenges. The large variety ...

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