Category: Uncategorized

The Future of Customer Experience

Joe Tawfik, CEO of Kinetic – a specialist business process outsourcing (BPO) for the telecommunication industry -looks ahead at what is emerging in the field of Customer Experience. Part two of the feature will appear in the July issue of...

Why haven’t we all switched to First Direct?

Since the seven day account switching scheme was introduced last September, only 1.3% (600,000) of us have decided to switch our bank accounts. And although this number is forecast to increase to somewhere between three and five million over the...

Why Customer is King in Small Businesses

The small business is regularly put forward as the place where excellent customer service can be delivered. Small, agile, nimble and close to the customer; so unlike the big giant monoliths with their layers of management and out-of-touch head offices. Recently,...

Question time for award-winning Russell

After winning UK National Call Centre Awards’ Call Centre Manager of the Year 2013 and being nominated for this year’s Senior Manager award by the European Call Centre Awards, Russell Wilson talks about life as an award winning Call Centre...

Waitrose’s VoC Programme Yields Real Business Improvements

The past decade has seen Waitrose go from strength to strength, delivering financial success and receiving a number of industry accolades encompassing its award-winning foods, customer satisfaction, corporate responsibility and high levels of job satisfaction throughout the company.   With customer satisfaction...

Complaining customers aren’t all that bad…are they?

The words customer and feedback can instil a sense of fear amongst those in service industries, with businesses being lulled into a ‘we receive only a few complaints, so almost everyone must be happy’ pretence. Whilst it’s always beneficial and...

Is your company a Finalist?

Put your hands together and congratulate the Finalists shortlisted for the UK Customer Experience Awards 2014. Each business or individual has been selected for offering outstanding customer experience, and they will now go forward to the final which will take place...

Customer Experience – Good for Customers, Great for Business!

Senate House in London was bustling on the 20th and 21st May with Customer Experience Professionals all eagerly anticipating the arrival of the Customer Experience World London 2014 conference. This year’s theme ‘being good for customers is good business’ attracted...

Is Online Shopping Waitrose’s Achilles Heel?

Customers have once again tweeted Topshop to the peak of the leaderboard, but the same study reveals an online shopping battle among the ‘big 4’ UK supermarkets. Despite a reputation for being more expensive during a time when discounting has been...

The Beating Heart of the Business

Smith and Morris Retail is a small business with a big heart and proved this by scooping the SME category at the UK Customer Experience Awards 2013. Over the years there have been many customer centric mantras that have been...