Complaint Handling

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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Amazon, Customer Experience and Brand Guardians

In this blog post we take a look at Amazon's significant investment in 70,000 US seasonal workers and the importance of front line staff as 'brand guardians'.
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Written by Martin Calvert on 09 October 2013 at 10:00
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Is social media the customer feedback channel of last resort?

Complaints on social media are a headache for B2C and B2B companies alike. Do integrated customer experience management programmes hold the solution?
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Written by Martin Calvert on 10 September 2013 at 11:26
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Customer Service Trends: Real-Time Customer Service

Developments in technology in recent times have created an expectation among customers that services will be available on demand. With many services offering an online real time product experience, the risk of churn is significantly higher when customers are made to wait.
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Written by Nigel Martin on 07 October 2011 at 00:00
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Masterclass: The secrets to driving customer loyalty

In the latest survey conducted across Europe's 100 top banking executives, only 8% of customers rated their service as exceptional. The research conducted by Oracle Financial Services highlighted the need for financial services organisations to adapt, and in some cases transform, their go-to-market strategies. Customer feedback is key to enabling such large scale transformations.
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Written by Keith Schorah on 13 October 2010 at 00:00
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