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Use customer ratings to improve customer experience

Use customer ratings to improve customer experience

Customer ratings reveal what is working for them and what isn’t. They also indicate much about the effort customers perceive is being put into resolving their issue by the business. As a rule, some contact channels are more satisfying than others. For example,...

How the Pareto principle helps inform our customer experience

How the Pareto principle helps inform our customer experience

Widely known as the Pareto principle, the 80:20 rule states that, for many outcomes, roughly 80% of consequences come from 20% of causes. While Pareto originally established the principle from observing that 80% of the wealth in Italy belonged to only 20% of the...

Educating Customers is the Key to Best Service Channel Choice

Educating Customers is the Key to Best Service Channel Choice

When it comes to providing optimum customer experience, there are more services channels available than ever before. From traditional phone and email options to live chat, messaging and self-service, companies can tailor the model better than ever to meet customer...

Customer service in 2021 and beyond

Customer service in 2021 and beyond

As we approach the end of 2020, it’s natural that we look ahead and consider how customer service will change and what customer experience will look like in 2021 and beyond. When looking forward, we often use the past as a reference point. How have we got to where we...

Changing Customer Service

Changing Customer Service

This year, for most businesses, customer service underwent urgent and unexpected changes. For the first time many embraced work-at-home (WAH) as a necessary component in their model. Now, as we look towards 2021 and the potential for service agents to return to the...

Reflecting on an unexpected year

Reflecting on an unexpected year

2020 started like any other year, with exciting plans for holidays, businesses, weddings, and events. Then came the pandemic and lives were stopped firmly in their tracks. The majority of planned events didn’t happen. And if they did, they were under very different...

Maintaining professional discipline when working from home

Maintaining professional discipline when working from home

This year, many people have experienced working from home for the first time. And, for the majority, adjusting to this way of working will have posed challenges, particularly when it comes to maintaining discipline around their appearance and daily routine. A UK study...

Daring to be Different in 2021

Daring to be Different in 2021

2020 hasn’t been the year that anyone expected. For some, the pandemic ignited the need for change and revealed just what is possible when we embrace new ways of thinking about and doing business, others are simply waiting for everything to return to what it was...

The traditional high street could soon be a chapter in history.

The traditional high street could soon be a chapter in history.

E-commerce, in its current form, began life in 1995 with the arrival of Amazon and eBay. Back then, the concept of online retail was still in its infancy. The high street reigned for the consumer and was an essential part of everyday life. Being able to go to a...

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