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Marketing and Branding are the first contacts you have with your Customers. Your brand is the promise you make to your Customers. Your experience is how you deliver on that promise. Surprisingly, too many organizations don’t deliver on the brand […]
I’m really interested in the emotional and psychological side of customer service and customer experience. As a result, I’m always on the look-out for new and interesting research findings that can inform and provide insight into customer experience strategy decisions. […]
Is Strategy Purely An Exercise In Thinking? Is strategy an analytical exercise where one collects useful data, crunches this data, finds where the opportunities lie, and then selects the most promising opportunity? Is it merely a matter of ‘scanning the […]
The 2015 Awards Shortlist has been announced
Due to high volume of entries there will be short a delay in announcing 2015 UK Customer Satisfaction Awards finalists
Report shows the gap in business’ measurement of customer experience means they don’t know what customers really want.