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Delivering a standout customer experience is down to everyone, not just your customer service department. From sales to management, even the work experience kid, everyone has a role to play. That's because a customer's experience starts from the first time you have contact ...
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How many of us have tried to complete a simple task by calling a company's customer services and received less than adequate customer service? My guess is most, if not all. Take today's mission for example, which should have been easy enough - advising our telephone and broa...
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Isn't it amazing that even though some of the large corporate companies are using the Net Promoter® methodology there are not putting the full force of it in action and doing THE most important thing by closing the loop! A couple of examples from some of the staff at IIC: ...
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2015 is being tipped as the 'Year of the Customer' and delivering an exceptional experience is becoming a key differentiator between companies in all sectors as they are forced to keep price matching Investor in Customers (IIC) have been carrying out independent customer exp...
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How many times have you completed a customer survey following a purchase? Did you get a response? It amazes me how many times this has happened to me - I have even tested it by giving low scores. Sure that this would then be followed up with some kind of contact - a pho...
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Closing the loop with your customers is essential after asking for their feedback. Imagine going into a shop with a complaint: "This TV I have bought from you is broken. In fact, it's the third time I've had a problem with your products in the past couple of years. I thi...
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Gathering customer feedback throughout the year is essential as it enables you to continually improve the customer experience. One of the most effective ways to gather this feedback is on a transactional basis, by implementing a Net Promoter© programme or similar. Her...
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