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Caught Between Fear and Trust – Elephants in Public Sector Performance

My research and training within the public sector reveals staff are clearly feeling the pressures of performing in climates of: more for less cut backs redundancies limited promotion opportunities diminishing resources pay freezes The Effects of Fear and Trust Health care, emergency services and council services amongst others,...

Winners share secrets to their success

With Customer Experience being high on the radar for businesses, it’s no surprise that The Cranfield Customer Management Forum (CCMF) set the agenda for their February workshop ‘Winning with Customer Experience’. A series of thought provoking presentations were made by...

Call Centre winners who treat complaints like gold

AmicusHorizon are champions when it comes to contact centres, having scooped the ‘Best Small Contact Centre’ at the 2013 UK Customer Experience Awards. We look at how they make their call centre stand out. AmicusHorizon is a charitable housing association (contact...

Morrisons customers out-tweet Waitrose for happiness, but Topshop beats them both

Customers have been tweeted Topshop into first place in the latest monthly study into online shopping by SpectrumInsight. February’s statistics reveal that Morrisons is still impressing consumers while Waitrose’s woes, which started during the run-up to Christmas, have continued. The SpectrumInsight study...

Digital choices

The all-new UK Digital Experience Awards are on the lookout for creative entries that have enhanced the digital experience of customers. The Digital Awards will follow the same format as the highly successful UK Customer Experience Awards, and are presented in...

Can Morrisons take a slice out of Waitrose’s online market share?

The supermarket giants battled it out during the festive period, but an analysis of customer comments about online deliveries suggest that Morrisons is posing a threat to its Bracknell-based rival, Waitrose.   The northern supermarket’s early foray into online shopping is...

Retailers warned not to sacrifice customer service in the pursuit of new technology



Consumer confidence and spending are on the up, but retailers could be at risk of falling at the first hurdle by failing to keep their IT services in working order, claims the MD of Barron McCann.

 It is fair to say...

Your future is in your hands

Back in mid-January, BDO released a report, written by the Economist Intelligence Unit (EIU), which looked into the impact of poor customer service on businesses worldwide. The report, which surveyed more than 800 senior business leaders from around the world found...

The Seven most popular myths about Cloud Contact Centres Dispelled

Klaas van der Leest, UK Managing Director, Intelecom dispels 7 myths about contact centres in the cloud Cloud computing is here to stay and cloud providers are quick to quote the benefits of this new phenomenon including minimal upfront expenditure,...

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?...