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Customer Experience Transformation: Financial Services

16th – 18th September 2013, London, UK www.customerexperiencefinance.com Join us at Customer Experience Transformation: Financial Services to discover how to execute marketing leading CX Strategy in order to engage, acquire and retain customers, and their trust, to sustain the future of international...

Sage Business Community launches

Lean businesses are calling on staff to be experts in many different jobs – and the launch of Sage Business Community helps to make this possible. A community is widely understood to be a valuable source of advice and support offline,...

Customers or Employees First?

What does it really mean to create a customer centric organisation? Organisations say it all the time. Many organisations have value statements that state that the customer is “at the heart of everything we do” – but what does that really...

Online anger spreads faster than joy

Chinese research has revealed that angry sentiments used online are shared more rapidly. A team from Beihang University in Beijing analysed the word choice and emoticons of people’s posts on the Chinese social network Weibo and split them into the categories...

3D Service—A New Dimension in Service Excellence

Reprinted with permission of hotelexecutive.com Get your 3D glasses ready! The renaissance of 3D movies is taking the entertainment industry by storm as audiences are drawn deeper into the many dimensions of a film. Physical and visual affects powerfully enhance...

Have your hotel bookings been placed on hold?

We have recently noticed an increase in the number of client requests for telephone mystery shopping. As a leading supplier of hospitality mystery shopping services we understand the important role the telephone has in generating revenue for our clients. Typically we...

Would you like Service as an optional extra?

When we think about a slick, effective production line, we think about the car manufacturing industry, which has spent years refining this through technology, process enhancements, and innovative developments to make our cars more attractive and compelling to buy. They...

Guest Experience Training reaps long term benefits…

Exceeding guest expectations has become the strategy for hoteliers wanting to stay ahead of the competition – to ensure guests book, return and recommend. Understanding and meeting guest expectations is crucial. More than 50 per cent of a guest’s experience comes...

Do you love your customers?

Do you have customers who the minute they walk through the door you know they’re going to be spell trouble? We’ve all meet them, those who simply don’t appreciate what you offer, or with whom you’ve absolutely nothing in common,...

Voice of the customer

A revolutionary piece of software that analyses the tone of customer messages and routes them to call agents is being used by the Belgian Card Stop project. The new multilingual enterprise improves efficiency and the over all experience for customers and...