customer experience Tag

16 Dec This Time It’s Personal – Well, It Should Be!

A personalised customer service experience is a key factor success in 'remarkable' businesses, but it doesn't happen very often! Only 4% of UK consumers feel treated as an individual when contacting their service providers including banks, telephone companies, utility providers and retailers, despite almost half of these companies...

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29 Mar Get IT Right Please!

Two great examples of using IT in the 'customer experience' - The former shows how to get it wrong - automated responses that don't help the customer whatsoever. The latter, a fabulous experience that combined a friendly, helpful 'human being' supported by an IT...

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