How to Ensure a Bespoke CRM System Continues to Add Customer Value
When a custom CRM is well mapped out from the outset, it should provide added value for customers on delivery and well into the future..
How to Provide a Great Experience for Your Conference Guests
When delegates pay to attend an event, they naturally want to gain a return on their investment and have a great customer experience..
How Improved Customer Education Helped Nintex Drive 153% Higher Annual Recurring Revenue
By building and formalizing a learning curriculum that’s customized by audience, Nintex has provided customers with an accessible, relevant library of resources..
CRM Platform Drives Change for National Charity
Driving Mobility, a nationwide network of independent organisations that offers professional advice and assessments for people who need to gain or retain independence through mobility, has appointed CRM specialists Silverbear to deliver its digital transformation programme. Drivers of change: Edward Trewhella, Chief Executive at Driving Mobility (back left), and members of the Driving Mobility team … Read more
Closing the Weakest Link: Call Centre Authentication
In the call centre industry, organisations are aiming to improve operational efficiency. But any gains made will all be lost if security is not factored into the equation..
Protecting Your Customers’ Data Before Disaster Strikes
When it comes to protecting customer data, avoiding complacency and staying agile are crucial to avoid being hit by a security breach..
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..