Tags » CustServ

Extreme customer expectations have gone global

Two-thirds of consumers in the US, UK and Australia will only call a free customer service number as a last-resort when all other options have failed. 241 more words

Customer Service

Three-quarters of big companies to increase outsourcing in 2015

British technology journal Computer Weekly recently reported that 72% of large companies are planning to increase their use of outsourcing in 2015.

It is no surprise that organisations are now using outsourcing as a business strategy. 329 more words

Customer Service

Creating a Single View of Your Customer

As customer service has become more complex, it has become more difficult for retailers to capture and work with a single view of their customer. The explosion in channels over the past five years means that customers will often be communicating with companies using Twitter or Facebook, or via a review on a rating website, rather than just calling the customer helpline. 337 more words

Customer Service

Are the energy companies just buying new customers?

The Telegraph carried a fascinating report this weekend that explored the possibility that it is now cheaper for energy companies to ‘buy’ new customers, by offering great deals for switching, than to offer great service and keep the customers that they already have. 300 more words

Current Affairs

Utilities Need Even Better #Custserv in Winter

It’s December again. As we slide towards the end of the year, retailers are enjoying their pre-Christmas rush and events like Black Friday and Cyber Monday offer consumers an opportunity to reduce their festive spend, but there is a different dynamic in the energy utilities at this time of year. 439 more words

Current Affairs

A highly pertinent question in customer service

Would you go all the way for a customer, even if they would never do business with you in future?

This question drives the way I treat people. 40 more words

Customer Focus