Balancing investment between digital and traditional customer service

Published on: September 16, 2016
Author: Derek Lewis

Many organizations are embracing digital transformation, making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media. However, new research from Accenture Strategy underlines the importance of offering a full range of channels to meet all consumer needs.

Getting ready for Christmas – 5 areas for retailers to focus on

Published on: September 14, 2016
Author: Anne-Merete Jensen - Senior Business Consultant

It may seem like a long time in the future for consumers, but as every retailer knows Christmas is coming – fast. Now is the period for finalizing plans and ensuring that the vital holiday season goes as well as possible. Customer service and the experience you offer consumers is a critical part of this, so what should companies be doing NOW to ready themselves?

Can you afford to lose half your customers?

Published on: September 09, 2016
Author: Neil Cox - Account Manager

Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers. It found that businesses in the US are losing $62 billion every year, due to people switching following poor customer service. Just under half of customers (49%) said they switched after a bad experience....

The importance of understanding language in customer service

Published on: September 07, 2016
Author: Chris Eideh - North American Sales Executive

People use a whole range of different words to refer to your products – many will differ from those words that your organization uses internally. For example, research found that there are 57 names for the humble TV remote control, including the flipper, the changer and even the doofangle. This wide range of language can create problems for customer service...

Are you joining the dots when it comes to customer service?

Published on: September 01, 2016
Author: Pauline Ashenden - Marketing Manager

Today’s consumers want the freedom and flexibility to make contact using whichever channel they choose – and get a fast, helpful response to their query. They also want to be able to seamlessly move channels during the course of a conversation, without having to repeat themselves...

What do consumers want from brands today?

Published on: August 26, 2016
Author: Derek Lewis

Companies understand that meeting customer needs is central to business success. But it can be more difficult to find out what consumers value most when it comes to the overall experience – and what drives them to switch to rivals. New research from the Institute of Customer Service (ICS) therefore provides some vital insight - read on to find out more...

Why CEOs need to focus on customer experience

Published on: August 24, 2016
Author: Olivier Njamfa - CEO & Co-Founder

Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line. This move is being driven by a change in the relationship between customers and companies – with increased competition, digital disruption and the rise of social media, the balance of power has shifted towards the consumer.....

Why email is more important than ever for customer service

Published on: August 19, 2016
Author: Neil Cox - Account Manager

While it is widely considered a mature channel, email is becoming more, not less important when it comes to customer service. Consumers value its ease of use and full audit trail, while the rise of mobile makes it even faster and simpler to contact companies using email. Expectations are high – customers demand fast, high quality responses that answer their questions. This puts a strain on...

4 lessons from the Forrester CX Index

Published on: August 17, 2016
Author: Pauline Ashenden - Marketing Manager

Forrester has just published its 2016 US Customer Experience Index, providing an update on the state of CX across multiple sectors. Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing. Looking through the research, I can see four key trends for CX and customer service professionals...

Delivering the benefits of knowledge management in customer service

Published on: August 12, 2016
Author: Dharmesh Ghedia

Over the past month I’ve focused on the importance of knowledge management within customer service, looking at the challenges that need to be overcome, and the skills that a knowledge manager needs to succeed.In this post I’m going to look at the end result – the benefits that leading organizations have achieved by centralizing knowledge and making it available to their agents...

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