Customer Satisfaction

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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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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Why must the Voice of the Customer drive your strategy?

In this customer experience blog post, Dr Nigel Martin outlines why the Voice of the Customer is an essential component of building a global business strategy.
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Written by Nigel Martin on 18 June 2013 at 16:08
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Why do Customer Experience programmes fail?

Many Voice of the Customer programmes fail to deliver ROI. Here's why.
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Written by Nigel Martin on 05 June 2013 at 14:00
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