Customer experience (CX) is critical to business success, meaning measuring customer satisfaction levels is vital. While brands often use Net Promoter Score (NPS), it only goes so far – what are its limitations and how can you go beyond them?
Customer experience leaders can fall into the trap of being “busy,” but not necessarily productive when it comes to making real change at their organizations. Have you fallen into one of these 5 traps?
Retailers need no reminding that we’re coming up to their busiest time of the year. Being able to cope with demand and deliver the experience that customers expect is central to remaining competitive and delivering the right experience, cost-effectively, means focusing on these 6 areas...
Businesses today are operating in a fast-changing world. They face greater competition than ever before and must transform to meet the changing expectations of customers. This must be lead from the top – here are 5 ways CEOs can successfully build customer-centric organizations.
The collapse of Thomas Cook has ruined the breaks of hundreds of thousands of holidaymakers. What does it tell us about customer service in the wider travel industry and how the sector can rebuild trust with consumers? We looked at the latest research and reached 4 key conclusions...
We’re now partway through National Customer Service Week (NCSW), which runs from the 7th-11th October. While how it is celebrated varies across the globe, there are three factors that unite good customer service - you need to get all of these right if you are to deliver the service and experience that today’s consumers expect.
With National Customer Service Week starting on 7th October, we look at the importance of insight to customer service excellence, highlighting the three areas that brands need to focus on for success...
What’s the state of UK insurance customer experience? Based on the latest Eptica research, we outline the top 5 findings and explain the key areas where insurers need to improve..
One of the themes of the upcoming National Customer Service Week is Recognition – ensuring that the efforts of your agents are recognised and celebrated. How can you achieve this? Based on our experience, here are 4 recognition programs that really increase morale for all.
When it comes to the world of customer experience, often the consumer no longer knows who to trust. In this guest post, CX expert Ian Golding outlines the state of trust today and explains how brands can build lasting trust with consumers.