Regardless of the ongoing changes being made to the energy and utilities market in recent years, a key conundrum faced by the industry is that they are still one of the worst sectors when it comes to delivering exceptional customer experiences. Other industries have set the bar high in regards to customers’ expectations when it [...]
For the first time in 14 years, the UK has topped the international Smile rankings scoring 94%..
Malene Wessel takes takes a close look at some reasons why live chat can produce a high level of customer satisfaction..
Final mile is often the final straw for customer according to new research from eDelivery EXPO..
Client care, brand reputation and new technology have emerged as the top priorities for Legal Practices, in the third annual survey carried out by UK legal technology innovator Zylpha..
As a vital component in today’s marketplace, learn how AI harnesses the power to revolutionize the customer experience..
Latest research by Yonder Digital Group reveals 12 UK retailers that are offering the best customer service..
We have now entered the third phase of digital evolution, and it is changing the behaviour and expectations of customers, fast..
Consultancy Tailored Data Solutions has urged company directors to start taking new data compliance more seriously, as implementation of wide sweeping changes is now only weeks away. The EU General Data Protection Regulation replaces existing data laws on 25th May 2018 and the wake-up call to step up preparations comes as evidence mounts that many [...]
Winners of the 2018 People’s Choice Stevie Awards for Favorite Customer Service, a worldwide public vote, have been announced..
Are you treating customer service as a necessary add-on to your business? If you are, you will never really provide great service..
Larry Galler recounts a Valentine’s Day story that conveys an important lesson in customer loyalty..
Not listening could be driving your customers away. Listen well and you’ll not only keep them, you’ll increase sales and customer loyalty..
You may have a contact center solution that either includes some version of live chat or offers an add-on live chat option. Unfortunately, not all live chat is created equal..
A visit to a busy restaurant, some barbecue sauce and a beautiful jacket provide a valuable lesson in customer service..
Here are 8 wastes of customer service—inspired by the Toyota Lean Manufacturing system as used by today’s process experts..
Are you good at taking the HEAT when your customers lose their cool? Lydia Ramsey explains how you can diffuse even the angriest client..
Aspect Software’s Consumer Experience Index Survey shows self-service and AI are redefining how consumers view customer service..
Dunkin’ Donuts can now boast an impressive dozen in customer loyalty for the 12th consecutive year..
