A new study by LogMeIn, Inc. and Ovum reveals a significant disconnect between what today’s mobile, always-connected customers have come to expect from customer service and what contact centres are delivering.
The Customer Experience Professionals Association (CXPA) has announced the winners of its 2015 CX Innovation Awards. Crowe Horwath LLP, John Deere, Optum, Sandy Spring Bank, and Western National Insurance Group were the winners and additional finalists were also honored. The awards were presented during the CXPA’s annual Insight Exchange event, which was held at the … Read more
Genesys, a leader in customer experience and contact centre solutions has announced its integration with Skype for Business.
In response to the Financial Conduct Authority’s Consultation Paper on Improving Complaints Handling [CP14/30], Aptean – a leading provider of customer complaints handling software in the Financial Services sector – has conducted a user group with industry representatives to gauge their thoughts on its pending implementation. Here, Duane George, Respond Product Director at Aptean, discusses … Read more
Many companies that claim to offer good customer service in reality are grounded in an operations mentality. Here are six things that really make the difference.
Everyone says the customer is important, but only a few savvy companies invest the time, effort and financial resources needed to build a loyal customer base. In this article you’ll learn how to move lost customers back into the profit zone.
To facilitate the holy grail of the digital customer experience you need a lot more than just some general online feedback or survey tools.
The digital revolution has forced companies to re-evaluate their customer communication programs and marketing tactics. Here are five new customer behaviors all customer service managers need to know.
Some companies deliver added value with their customer service and are recognized for it. These companies are in the “customer service fast lane”. Are you?
In this article Ken Wallace presents his fifteen principles for complete customer service.
Going against the grain of customer service training, how about we train our customers?
By changing a few words, you can turn a bad customer experience into a great one.
Companies need to be aware and observant of situations where employees exceed customer expectations and make it part of their standard practice.
The best companies understand that customers want time-saving options.
When things do go wrong it’s how you recover and delight the customer that truly sets you apart from other companies. Here are five steps to save the customer relationship.
Put yourself in your customer’s shoes on a regular basis and learn about you and your company from their perspective.
Errol Allen looks at three ways to ensure a seamless customer experience.
The good news is, it’s not hard to give great customer service. You simply have to be aware and make it a priority. Following are 10 tips to help you offer stellar customer service.
By using surveys with both quantitative and qualitative responses you will get a complete picture as to the true state of the customer experience.