Customer Centric Culture

Why Customers Leave (and How to Make Them Stay)

Most studies agree that the biggest reason for customer churn isn’t price or product or even the lure of your competition, but is in fact poor customer service. Our short paper lists 4 reasons why your customers leave you, and what you can do to make them want to stay.
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Written by Mhairi Wilson on 24 March 2016 at 13:00
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12 Customer Experience Statistics You Can't Afford To Ignore

You probably collect customer feedback, but do you know why your organisation needs an effective customer experience programme? Download our infographic to find out.
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Written by Mhairi Wilson on 11 March 2016 at 09:40
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Customer Intelligence: Conquering the CX battleground

The Customer Experience world is changing. As contemporary organisations look for higher business value from their CX programmes and as data volumes dramatically increase, traditional practices and technology platforms are evolving to keep pace. Customer Intelligence has evolved to be the next generation of value creation for customer-centric organisations.
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Written by Mhairi Wilson on 24 November 2015 at 11:00
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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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