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 …

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 …

Competent Employees = Customer Satisfaction

  If you want to ensure your customers are fully satisfied with the service your company gives them – make sure you have competent employees. This was the top priority for respondents according to new research published by the Institute of Customer Service (ICS). Following on from this was staff ‘doing what they say they will do’, and Read More …