Customer Experience Blog

Scottish Power faces sales ban unless customer experience is improved

One of the UK's "big six" energy suppliers, Scottish Power, is facing a potential ban on selling if it doesn't improve certain customer services, including cutting helpline waiting times, the energy regulator said today.
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Written by Martin Calvert on 14 November 2014 at 15:26
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Nissan boss says recall policy is key to customer loyalty

Consumers can expect more car recalls as manufacturers work to keep customers happy and reduce upset over quality concerns, says Carlos Ghosn, CEO of Nissan and Renault SA. What are the implications for customer experience?
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Written by Martin Calvert on 29 October 2014 at 15:26
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Which? 100 best and worst companies for customer service

Which? has released their new ranking of 100 best and worst UK companies for customer service. Who are the winners and losers?
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Written by Martin Calvert on 22 September 2014 at 13:22
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UK 'big six' energy companies losing customers

The BBC reported today that Britain's big six energy companies are continuing to lose market share to smaller independent suppliers. What does this mean for customer experience in the industry?
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Written by Martin Calvert on 08 September 2014 at 13:16
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Comcast customer retention call goes viral

An 8 minute long recording of a Comcast employee trying to retain a customer who called to cancel their cable service has gone viral. Read on to learn why your customers may too feel trapped, rather than loyal and what your next steps should be.
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Written by Martin Calvert on 17 July 2014 at 13:00
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