3 Great Lessons in Customer Experience From Clarks

This is my account of a recent shopping trip to Clarks that left me compelled to share it. As a parent, buying school shoes for children can be a challenging experience that really tests your powers of determination. Fighting through crowds of other shoppers, gambling with the availability of the right size and style, and Read More …

Evaluate Your Customer Experience – 3 Reasons Why

  Why should you take the time to evaluate your customer experience? After all, there are a million and one other things that need to be done to keep your business running smoothly – right? But the truth is, that customer service is the new battleground in business. As put in the words of Jim Read More …

Customers Want Human Interaction in Digital Age

  We are living in a world that is becoming ever more digital. But when it comes to customer service, consumers still want the choice of human interaction. This is according to recent research produced by Accenture, “Digital Disconnect in Customer Engagement. The high price of obsession. Has digital reached its tipping point?” In it Read More …

How much do your staff really care about your customers?

When it comes to really caring about customers, are your employees putting on a thinly disguised act? Or is all that they say and do genuinely coming from the heart?   A new study published in the Journal of Service Research suggests that feigning care and concern is a symptom of stress factors such as Read More …

10 Quotes to Step Up Your Customer Service

With an ever increasing mountain of tasks that need completing to keep your business running, it’s all too easy for customer service levels to slip. Delegating more work to others can be a temporary way to address this, but changing the way you think about those you serve will make a permanent difference. Negative staff attitudes not only Read More …

6 Ways to get your Customer Service in Shape for Christmas

  Black Friday and Cyber Monday are now behind us, but there are still plenty of shopping days left until Christmas. There will always be buyers who end up waiting until the very last minute, either because they’re hopelessly disorganised, or holding their breath for an eleventh hour price drop. So how can you make sure that Read More …