Articles about customer experience

While on-hold music has the potential to soothe, calm and appease prospective complainants, it also has the power to irritate callers to the point of tears.
Minimise the chances of unnecessary exacerbation by avoiding these seven inappropriate music on-hold tracks….

Are your scripts switching off your customers?
Scripts can be an easy way to ensure agents say the right thing at the right time. But they could also be switching your customers off. If your scripts are guilty of any of the seven deadly sins below, it could be time for a rewrite.

Once upon a time, in the long ago past when product was king, the marketeers ruled the earth.
Paul Cooper looks at the changing face of customer service.

Social media is an increasingly popular channel for customers to get in touch with companies. Matthew Brown looks at how to manage complaints received through social media.

While there is little data to suggest that your customers will pack up shop and flee to your closest competitor just because you’ve sub-contracted a foreign contact centre, there is substantial evidence to demonstrate that, in the long term, you could lose even your most loyal clients if you fail to provide the quality of [...]

Up until a few years ago, the only way for customers to tell an organisation that they were unhappy about a service was to write in or to call.  Now social media is changing it all.
Helen Rutherford  looks at how to change complaining customers into fans.

While eliminating customer annoyances may not double your client base overnight, it will help to secure your customers’ confidence in your abilities as a reliable, efficient service provider.
The following are the ten annoyances most likely to prevent your customers from returning to you for future business.
Avoid them like the plague.

Choosing a voice to represent an organisation requires a deep understanding of branding. Matthew Brown looks at how voices are chosen for on-hold messages.

OK, I’ll put my neck on the line here.  The purpose of being in business is not to make profit.
The purpose of being in business is to create and keep customers.
In this article, Carolyn Blunt looks at how we should treat different customer groups in different ways.

Paul Cooper argues that if we want to improve customer service, we should start by getting rid of the automated systems.