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Most of us have been through the laborious task of letting companies know that we've moved house – something that should be simple, but can cause no end of headaches. I'm going through said task myself, experiencing both positives and negatives in the service from some b...
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There have been a lot of articles published recently about customer retention. Maybe the penny is finally dropping for a number of companies who previously have concentrated on gaining as many new customers as possible. Whilst there is nothing specifically wrong in this, i...
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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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Generally in any business, especially when it's busy, it's unsurprisingly the things that bring in revenue that get put to the top of the agenda. However, if you truly understand the full benefits that client retention offers, you know that this is a subject that shouldn't b...
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There was an article published last week stating: 'Insurance ranked worst industry for customer experience, survey finds' – pretty damning report really. I needed to renew my own car insurance. I received the renewal notice from my existing insurer and then went on to one ...
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Gaining feedback from your customers should be an integral part of your customer experience strategy. It will not only help keep tabs on the experience as a whole, but give you snapshots on the company's touch-points. But don't just rely on your customers – ask your ...
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Does your business offer your customers a consistent experience? The customer begins to form a perception of the customer experience from the very first contact with your company You may well have created a really positive first impression - but what happens next? Wha...
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The answer is really quite simple – customer satisfaction requires 100% of the workforce to deliver 100% perfectly, 100% of the time – and that's a tall order. Let's take an example: One of your best customer's latest invoice is unpaid, despite a friendly reminder bein...
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It really doesn't matter how well you know the 'what' if what you really need to know is the 'why'. The gap between knowledge and comprehension is never greater than when you need to be able to answer the really important questions - those that test your true understanding o...
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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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