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Consumers expect a similar level of customer service, when shopping online

According to a recent study by Zendesk, just 7% of online shoppers surveyed were extremely satisfied by the level of customer service brands provide across their channels. Do e-retailers meet the demands of their customers when it comes to customer service?...

How content marketing intelligence improves the customer contact centre

There is no doubt that content marketing as a practice is beginning to be widely adopted by organizations. Indeed, conservative estimates suggest the content marketing industry to be worth $44 billion. That said, whilst content seems to be infiltrating every aspect...

The Performance Management & Quality Monitoring campaign

The Performance Management & Quality Monitoring campaign helps companies within the UK contact centre industry become pioneers of next generation best practice Also known as the P&Q Challenge, the aim is to get everyone in the contact centre industry to...

Contact Centres – Delivering One Voice in Customer Service

What do customers want when it comes to customer service when they call a contact centre? What they want and what they expect are two very different things. In fact what they want from a contact centre is very similar to...

Top digital experiences required

Now is the time to enter the new UK Digital Experience Awards 2014 – an exciting opportunity to identify and celebrate the delivery of exceptional customer experience of the digital kind. Entries have already started to arrive, so why not look...

Winning entries prompt White Paper

Winning entries for the 2013 UK Customer Experience Awards have been analysed by the Cranfield Customer Management Forum (CCMF) and will soon feature in a White Paper. Entitled ‘Experience Co-creation: Lessons from the UK Customer Experience Awards 2013’ the White Paper...

Clear vision for Autoglass

In the first part of story about Autoglass® we looked at how they had embraced the digital world to complement their customer experience strategy and meet the demands of today’s fast moving business environment. In Part 2 we’ll look at...

Cocktails, cappuccinos and quality

Lennert de Jong, Commericial Director of citizenM talks to Customer Experience Magazine from his base near Amsterdam about the expanding hotel group and transforming the way guests view hotels. Affordable luxury hotel for creative people – that is the concept behind...

The golden rule of customer service is no longer enough

We all have customers. They are the lifeblood of our businesses. So how does your business measure up when it comes to providing a great customer experience? Here are some facts about customer service. Customers tell an average of 9 people about...

6 ways of using customer feedback to improve financial performance

In January’s edition of CXM, I interviewed Guy Letts, Founder and Managing Director of CustomerSure – the all in one customer feedback system. By way of a follow up, I spoke to Guy again to understand more about his approach, his...