Brands are Failing at Personalized Customer Experience Finds hybris Study
Study Reveals Brands are failing at personalization, causing customer experience to suffer and demonstrating need for contextualized experiences..
Are Your Prices Customer Friendly?
Do you offer customer-friendly pricing? Or, are your customers surprised to find that fees, surcharges or other costs have been added to their bill and that their total cost is more than they expected?
10 Golden Rules to Bring Your Customer Service Back from Extinction
Great service is like a precious, rare, exotic species that is close to becoming extinct. But it’s not too late to rescue once great service from the brink of extinction. Here are 10 golden rules that you can follow right away..
Telecoms Need to Find More Ways to Help Customers
A new report reveals that 47% of consumers who called their telecoms supplier in the past year would have preferred other means of assistance but fell back on the traditional call center for a score of reasons..
Connecticut Water Emails Photo On Route to Customer
Connecticut Water uses Verisae’s mobile platform to power its ‘Be Sure Before You Open the Door’ program..
Web Chat and Wallboard Added to Intelecom Cloud Contact Centre Solution
Intelecom Group AS has announced the latest enhancements and new features of its multi-channel cloud-based contact centre solution..
Facial Expression Recognition Delivers Valuable Customer Sentiment Insights
Confirmit has partnered with Emotient, the leader in emotion detection and sentiment analysis technology based on facial expressions, to deliver greater insight to Market Research (MR) organisations and Voice of the Customer (VoC) programmes..
10 Common Customer Service Complaints (and How Digital Engagement Can Help)
“Customer service is king” is a phrase that has never been more prudent. In a time where companies face increasing levels of competition, maintaining a reputation for excellent service is a great way to stand out..
Blackboard Leverages SDL Customer Experience Cloud to Help Serve Customers
SDL has announced that Blackboard, a leading education technology company, has improved its global web presence with SDL Web and SDL BeGlobal, two key components of the SDL Customer Experience Cloud..
Customer Expectations and Staff Retention Are Biggest Challenges to Outstanding Service
Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, the world’s leading authority on quality..
Genesys Selected to Join G-Cloud 7 Framework
Genesys, provider of omnichannel customer experience and contact centre solutions, has announced that it has been accepted as a supplier for the UK Government’s latest G-Cloud framework, G-Cloud 7..
Marks & Spencer Top for Customer Loyalty According to Survey
Marks & Spencer has topped a poll to find out to which clothing brand or retailer UK shoppers are most loyal. The high-street stalwart received 12% of all mentions in the free vote..
Telecoms and Local Authorities Bottom of Customer Service Charts
Telecoms firms and local authority services, such as council tax and housing departments, are among some of the worst ranking sectors in the UK for customer service, according to new research..
Grass Roots Recognized as Best Place to Work
Customer solutions company, Grass Roots Meetings & Events has been named number 52 of the Crain’s Best Places to Work in New York City..
The Phone Co-op Wins Best Consumer Facing Award
The Phone Co-op, based in Chipping Norton and Manchester, UK has won the Best Consumer Facing award at the UK Social Enterprise Awards..
4 Steps to Give Exceptional Customer Service
Here is a simple 4-step formula to help your team remember how to GIVE exceptional customer service each and every time they interact with customers. These guidelines work whether you are dealing with a customer for the first time or whether it is a repeat visit..
Customers Not Impressed With Black Friday and Cyber Monday Customer Experience
Despite record UK sales of £1.1 billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014..
Social Media and Customer Service: A Match Made in Heaven?
Faster, simpler, more direct – three of the many reasons to set up customer service methods on your social media accounts. But as all our communications move to behind a screen, it’s vital to keep the personalization a phone call can deliver..
Top 10 Examples of Poor Customer Service
You can beat the top ten examples of poor service, and learn how to deliver excellent customer service. How? It begins with caring for your customers and doing the right thing for them. Then, you keep learning..