Customer Experience Blog

British Gas invests £50m in customer service – is it enough?

British Gas, one of the Big Six energy suppliers, has announced they will invest £50 million within the next three years to improve customer service. But is it enough?
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Written by Lyndsey Gardner on 28 April 2015 at 10:00
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Who is responsible for managing the customer experience programme?

Customers engage with a wide variety of departments across many touch points, so who should be responsible for managing the customer experience programme?
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Written by Lyndsey Gardner on 13 April 2015 at 14:00
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Categories:  CEO , Customer Experience

Scottish Power hit with sales ban after customer service failure

Scottish Power must stop all “proactive” selling for 12 days beginning today, after failing to remove the backlog of outstanding complaints.
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Written by Lyndsey Gardner on 04 March 2015 at 14:00
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Categories:  Customer Experience

Cost centre or profit driver? Customer Experience and ROI

2015 began with some troubling news. A poll of more than three hundred business leaders conducted during January’s SynGro webinar revealed that over 98% considered themselves to be “under pressure” to demonstrate ROI from their customer experience programme.
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Written by Lyndsey Gardner on 10 February 2015 at 11:00
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Marks & Spencer complaints rise as online orders are delayed

Just as the ink had dried on press reports that Marks & Spencer have reduced complaints by 20% in 2014, the company hits the headlines due to a new flood of seasonal complaints.
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Written by Lyndsey Gardner on 08 December 2014 at 16:00
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