Improve Customer Experience with Knowledge Management
A well-planned and maintained knowledge management system is the cornerstone of a successful customer experience strategy..
Customer Service: It’s the Little Things That Matter
It is often the small details that customers notice and remember more than the product they purchased. Pay attention to the little things and your customers will love you even more..
The Right Questions to Ask Your Customers
There are quite a few best practices out there to gain customer feedback to help improve your organization’s performance and growth. But are you asking the right questions?
Telephone Etiquette is Crucial to Customer Service
Telephone etiquette is a critical ingredient to making a positive first impression. Here’s what your employees need to know..
5 Customer Service Lessons from the Mall of America
Rick Conlow gained some key lessons from his customer service survey conducted at the Mall of America..
Nobody Goes There Anymore… It’s Too Crowded!
When your business becomes so successful that you can’t serve your customers, you need to get creative. Shep Hyken explains..
TRUST – A Priceless Commodity
Dr Valerie Bram shares some key insights into how companies can ensure they don’t lose their customers’ trust..
Huawei Launches New Customer Experience Recruitment Campaign
Huawei is recruiting Customer Experience Officers in key markets to help drive its customer-first approach. Huawei, the global technology company, has launched its Customer Experience Officer recruitment campaign across Western Europe, as it looks to continue to invest in its commitment to a customer-first approach. Huawei has been at the receiving end of incredible growth in … Read more
Customer Service Summit: CSM Discount Code
Here you can view the attendee list for the forthcoming Customer Service Summit West and claim a special $200 discount..
Service is Transforming: Is Your Organization Keeping Up?
For those organizations that may still be behind the curve, here are some ways to catch (and keep) up in today’s fast moving world of customer service..
Business Effectiveness – and Doing the Right Things
The key is to implement things that are effective and actually work for customers and the business – not just to satisfy an auditor..
Bosch Service Solutions Wins Technology Leadership Award
The Bosch team from Liverpool were presented with the award earlier this week. Frost & Sullivan praised the use of our innovative Robotic Process Automation (RPA) solution and Artificial Intelligence (AI) in global automation..
Customer Understanding Is the Key to Growth
When we examine the concept of understanding customers in 2019, there are three trends to keep in the forefront of your strategic vision..
United Utilities’ Service Recovery Team Wins Awards Hat-Trick
United Utilities’ service recovery team won the treble at The UK Complaint Handling Awards 2019 in March..
Webinar: Empower Your Customer Support Workforce in 2019
In this free webinar, Incite Group have gathered together leading executives to share their advice on how they are building exceptional customer support teams..
Create the Love…Talk to Your Customers
Why wouldn’t you love your customers? They’re keeping you in business. It’s up to you to set the stage for some powerful long-term successful relationships by simply… showing some love..
Wagamama is King of Customer Satisfaction
A survey of customer experience in the UK’s casual dining restaurants has found that Wagamama leads the way in many key metrics..
What Companies Get Wrong About the Customer Experience
Your customers are the ones that shape your growth, define your offerings, and pay the bills. But are you getting the customer experience wrong?
Customer Service: Doing the Right Thing
When it comes to taking care of customers, sometimes people go a little further than expected. Shep Hyken reveals how a taxi driver went the extra mile..