Category: Uncategorized

And what if a Customer Told You that Your Product is Fake?

Customers at Risk – the Creeping and Insidious Impact of Counterfeit Products Counterfeit goods, piracy, knock-off. Whatever term we want to use, Intellectual Property violations are growing and with every fake, unregulated product that reaches the market, the risk of harm...

The Funny Side of Customer Service: Handling Complaints in Good Humour

Research tells us that customers expect a response to their query in as much as about 60 minutes. And yet, most companies fail to appreciate how much customer satisfaction can really count. What should you do when you have a...

Slaying 7-Headed Monsters: Proactive Communications

By now we all know that bad news travels fast, especially when it comes to tracking negative business incidents. So, it’s fair to ask why it takes so long to deal with them when they occur? In today’s fast-paced, always connected...

The Three Truths of Company Reputation

Like it or not, we’re all service businesses and reputation is everything. There are three truths about a company’s reputation which mean you’re only as good as your last customer’s experience. Every business, no matter what, has customers who have needs...

New Tax Year Will See Record Numbers Filing Tax Returns

The new tax year, starting on 6 April, will see record numbers of self-employed workers, according to new data published by Co-operatives UK, a body that supports freelancers coming together for shared services. The body’s report, Not Alone, tracks current levels...

Diary of a CX Manager: A Fool’s Approach to VoC

It’s the start of a new financial year so many businesses will be using new budgets to kick off fresh programmes and initiatives. Here, we join a brand new CX Manager tasked with launching a Voice of the Customer programme…any...

Customer Complaints: A Silver Lining?

Simon Hunt, Director of Customer Experience, Firstsource Customer complaints are an unavoidable part of business. No customer is 100% happy 100% of the time and they are often not afraid to let product and service providers know when things go wrong.   Whilst complaints say a lot about a business, how they...

Only 1 out of 26 unhappy customers complain. The rest churn.

Make Your Resolution Stick – Why Your Top Improvement Goal for 2016 Should be Complaints Handling by Duane George from Aptean Was January your only month for seeking out improvement for the year ahead? Resolutions don’t just have to be for...

DAVE: the Secret to Creating First-class Customer Experience

by James Myers, OgilvyOne Business I fully recognize that I won’t be winning any prizes for insight of the year with this, but marketers are now in the experience business. No longer can agencies survive being just the communications experts, nor...

Mapping the Employee Experience – An HR Perspective

It’s well known that the HR profession loves a new ‘buzzword’ to embrace. With people analytics and new technologies disrupting traditional HR processes and procedures, employee experience (EX) is becoming the new trend. As customer experience (CX) has become more...