Aleksandar IlicAre your agents struggling to keep up with the pace? Customers coming at you all over the place, and your customer service team feels overwhelmed and needs to work over time?
Are your agents struggling to keep up with the pace? Customers coming at you all over the place, and your customer service team feels overwhelmed and needs to work over time?
One of the vital events in the UK’s customer service calendar has just finished, with winners celebrating success at the 2018 UK Complaint Handling Awards.
The way that customers interact with businesses is far different than it used to be, largely due to rising competition. If people aren’t happy with the way that you speak to them or handle their queries, then they have absolutely no qualms about taking their money elsewhere.
Every business and CEO likes to think that they always put the customer first, but the hard truth is that there is a huge disconnect between what businesses believe they are offering and what customers feel they are actually receiving.
Customer experience is a philosophy and culture that puts the customer first in the belief that the best way to meet organizational objectives is to meet customer objectives.
Businesses use loyalty schemes, free gifts and other perks to reward customers for their loyalty. However, these schemes often clash with the way consumer behaviour has evolved.
In today’s market, customers don’t have to be loyal. They have endless choices and a nonstop stream of information at their fingertips to help them find the latest brand and product information.
New research reveals that a lack of connected planning is resulting in missed opportunities for UK businesses
Just by googling customer experience, thousands of results appear that are a mouse-click away. The problem, however, lies with the fact that too few companies have a serious, well-thought, and honest approach when it comes to CX.
Awards International