Displaying 1 - 10 of 93

The cost of ecommerce delivery problems to the customer experience

Published on: December 23, 2016
Author: Pauline Ashenden

This Christmas over £24 billion will be spent online on presents and gifts. And while some of these packages will be picked up instore through Click and Collect services, the vast majority will be delivered by the post and couriers. This last leg of the ecommerce customer experience has always been hard for retailers to control.

Reducing customer service stress at Christmas

Published on: December 21, 2016
Author: Anne-Merete Jensen

Christmas is a stressful time. It is stressful for consumers buying last minute presents or chasing up a missing delivery, but it is also stressful for the staff in stores and contact centers with the many customer enquiries that follow the season. The number of queries companies receive is enormous, and every single one matters to the consumer that sent it

Why emotion is central to driving customer loyalty

Published on: December 16, 2016
Author: Steve Nattress

There are multiple factors that feed into the customer experience. At a basic level companies need to deliver the information that consumers want, as quickly, accurately and consistently as possible. However, to drive loyalty you need to go beyond that, as Forrester Research, points out in a new report...

Delivering the benefits of customer service outsourcing

Published on: December 14, 2016
Author: Dharmesh Ghedia

Whether it is to add capacity in specific areas, helping expansion into new markets or bringing down costs, outsourcing is a central part of customer service. According to the Everest Group, nearly a quarter of contact center activities across the globe are outsourced, meaning the market is worth $75-78 billion every year.

What’s the state of European customer service?

Published on: December 09, 2016
Author: Neil Cox

Wherever they are in the world, consumers have rising expectations when it comes to the experience they receive from brands. But how does it vary between different countries? To find out Engage Business Media recently surveyed over 3,000 consumers in six European countries (the UK, France, the Netherlands, Germany, Italy and Sweden).

The art of dating your customer in Asia Pacific

Published on: December 07, 2016
Author: Vincent Giraud

Often when describing the customer relationship, companies talk about beating competitors to win and retain consumers. This is obviously true at a basic level – after all, you will be judged against rivals in terms of factors such as speed of service, helpfulness of staff and price of products. However, it can only take you so far....

Which retailers will thrive this Christmas and beyond?

Published on: December 02, 2016
Author: Pauline Ashenden

We’re now well into the holiday shopping season, with Black Friday and Cyber Monday behind us but plenty of shopping days to go before Christmas itself. The trading picture so far this year has been mixed, and for many retailers this time of year is make or break time.

The push for mobile customer service

Published on: November 30, 2016
Author: Gokcen Onur

The rise of the smartphone has transformed how people interact with each other, brands and the world around them. Rather than being tied to a PC or landline phone, smartphones empower users by putting a computer in their pocket. Last Christmas Amazon reported that 70% of its customers shopped through a mobile device, for example.

5 top trends driving customer service

Published on: November 28, 2016
Author: Guest author: Chris Measures

When it comes to service, customers today demand the highest standards from every organization that they deal with, in every industry and across every channel. Ensuring your company meets their expectations can appear daunting, particularly in highly competitive markets. Here are five key trends driving customer service strategy....

Why you need to take a customer-centric view of digital transformation

Published on: November 23, 2016
Author: Pauline Ashenden

Whatever sector they are in businesses are embracing digital transformation, implementing new technologies and ways of working in a bid to differentiate against increasing competition and to get ahead of rivals. However, too often these digital projects can fail to improve the customer experience...

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