Checklist for Creating an Exceptional Customer Self-Service Experience
Self-service is rapidly emerging as the preferred option for most digital consumers. In a world where we can all access online shopping experiences in seconds,
Self-service is rapidly emerging as the preferred option for most digital consumers. In a world where we can all access online shopping experiences in seconds,
Customer retention is an important driver of overall business value. It’s quite simple: the fewer customers you lose the faster you grow. For B2C, i.e.
The best ways to develop strategies to increase customer value: these are the only three strategies that impact customer value.
These days, many of my clients (and in fact businesses in general) are aware of the relevance and benefits of retaining their current customers. After
One August morning in 2015, HSBC workers arrived on a seemingly normal Friday; but normal it was not. Soon the phones started ringing: “None of
With deference to George Harrison’s classic song lyric… “If you don’t know your customer’s persona, any customer experience will take you there. Without a clear
Designing your business so that all of your customers are always 100% satisfied is a nice idea but not realistic. So at some point you
Amy Scott sent me through her Christmas article and I liked it so much I asked her if I could publish it on the blog.
We’ve all heard the stories of famously customer focused organisations where staff have gone wildly above and beyond customer expectations to create raving fans. At
We all hear about the bad customer service experiences that our friends have had but for once I wanted to relate a good story and
There is no shortage of data on the interwebs but much of it is not worth reading. The trick is to find the information written
If you have a social media bone in your body you will know about the hack over at Buffer. You may also have seen or experienced
Although it may seem like a difficult question to answer, this is actually an interesting question because there’s really two responses.
I don’t want to sound as though I am preaching to the converted here as I know how difficult it can be to constantly be
The campaign strategy has been set and the offer created. All that needs to be done now is the selection and loading of the call
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