The UK is currently suffering its wettest winter since records began. Huge tracts of land are already under water, notably in the Somerset Levels, and the Thames has now flooded in Berkshire and Surrey. The main rail line between Devon and Cornwall has been swept away and thousands of cars have been damaged by being driven through floods across the UK. No matter where you are, this persistent incl...
Guest blog by Steve Hurst of the Customer Engagement Network.When we launched the Customer Engagement Network over three years ago in the wake of the banking crisis and economic global meltdown it was because we had a vision for the future.That vision was that organisations would be facing a perfect storm – with the elements of that storm being the greater need for customer retention strateg...
The maze of different tariffs and deals offered by utility companies has long been criticised for confusing consumers and making it difficult for them to find the best deal for their particular needs. Two new announcements, from the Prime Minister David Cameron and industry regulator Ofgem aim to make it simpler – and in doing so increase the importance of customer service in the sector.&nbs...
Most organisations today have a multi-channel strategy, allowing customers to contact them by email, phone, the web, branch and increasingly social media. Ensuring that you can respond to them via the channel of their choice is a key part of delivering high levels of customer service. After all, if you begin a conversation on email you don’t want to be forced to call the contact centre ...