The UK's most popular call centre magazine
Here’s an interesting technique. Instead of doing the traditional scoring of calls, instead do a customer journey analysis. This is [...]
Customers taking things for granted is the enemy of all Marketers. How do you get your people to change their [...]
About a month ago I wrote a piece called: Are You Sure Your Customers Will Wait Two Years For You [...]
When the government announced it was encouraging organisations to consider adopting John Lewis style partnerships it re-ignited debate about which business ownership models are the most productive. The Institute of Customer Service’s latest research suggests that leadership, organisational culture and strategy and employee engagement, rather than business model type, have the biggest influence on customer satisfaction.
The Institute for Customer Service has highlighted the importance of investing in customer service to rebuild trust in UK business, both at home and internationally, maximising the opportunity for growth as the economy recovers.
We are pleased to announce the winners of the 2014 UK Customer Satisfaction Awards which were presented at a gala dinner at the Lancaster London Hotel last night, 25 February 2014.