Archives

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...

Global Customer Experience Predictions for 2014

Link to download: http://brandlove.co.za/wp-content/uploads/Customer-Experience-2014-eBook-by-Brandlove.pdf I had the opportunity to contribute to an eBook on CX predictions for 2014. The eBook was put together by Chantel Botha of BrandLove. In addition to Chantel, I was also joined by Jeannie Walters of 360Connext, Mike Wittenstein of Storyminers, Johan Botha of BrandLove, Chris Parker of...

14 tips for 2014 to make web chat work

2014 will be the year that we see web chat really starting to take hold in the contact centre – and not just for the younger generation. Here, Richard McCrossan, Strategic Business Director for Digital Channels at Genesys, gives 14...

How to Minimize Shopping Cart Abandonment

Effective customer service solutions can mean the difference between profit and loss! Shopping cart abandonment is a direct result of customer experience and can be minimized by employing effective customer service solutions and knowledge based systems. nanoRep is leading the way...