On the Blog
Nikki’s Pearls
Refresh your head with a 2 minute, thought-provoking Customer Experience hot topic!
Are you ready for
Crowd Service?
Are you ready for Crowd Service?
Remote working for contact centre staff has been patchy in its uptake. The technology has existed for years, the appetite to trust remote workers has been slower to develop and it has its challenges, for sure
But let’s stretch the thinking a little further…
8 out of 10 is only just
good enough!
Whiskers may have bragged that 8 out of 10 cats prefer it, but in today’s world that simply ain’t quite good enough!
We’re often challenged by clients to prove that investing in Customer Experience delivers a significant return on investment. Fair challenge. So let’s think about the potential commercial…
The Loyalty
Trap
We have for years been throwing around the hot potato of customer loyalty – every client wants it, every client talks about incentivising it, so how are we in a place where customers are grossly penalised for their loyalty?
It is said that 13 million households are paying a hefty loyalty penalty across products and services, some essential.