Articles about customer experience

Top customer service strategies – No. 3 Recognise the importance of customer loyalty

Continuing with our series of looking at the Top 10 Customer Service Strategies, this month, Paul Cooper recognises the importance of customer loyalty.

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Five tips to improve customer retention

Chris Summers shares five ways to help improve customer retention.
These tips can provide a valuable lesson to businesses on how to survive even in the most turbulent times.

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How to introduce multi-skilling into the contact centre

Multi-skilling has been a hot topic in the contact centre for the last twenty years. In recent times, it has become more widespread and also vastly more complex.
James Barnes examines the benefits and pitfalls of multi-skilling in the contact centre.

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Debunking the Customer Effort Score

The Customer Effort Score has got a lot of airplay – claiming to be the only customer service metric that you would need.
In this article, Guy Fielding looks at these claims and finds that although Customer Effort is a good supporting indicator, it cannot be used as the primary customer service metric.

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Is email on its way out?

“Email is for old folks,” I was told recently. “The younger generation are more interested in texting, instant messaging or social media.”
So is email on its way out? We decided to ask our community.

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7 ways to simplify how our customers deal with us

Reducing customer effort seems to be all the rage these days. So how can our customer service interactions be simplified?
Read on to find out seven ways to simplify customer service.

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The top 10 customer service strategies

Here are the top 10 things that we can do to give our organisations a great reputation for service excellence. Over the next months we will then look at each one in detail to support the actions you are taking in your organisation to excel in this vital area.

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Who will you call in 2022?

In ten years, how will organisations interact with their customers?
Dani Muir explores how a member of the public might contact an organisation in 2022.

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5 strategies for improving your NPS score

Many of you will have used Net Promoter Surveys (NPS) to gauge the perception of your customers towards your company, products and services and to turn your existing customers into promoters of your business. The surveys can be a useful tool for learning what your customers like and dislike about your company and using their [...]

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