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 …

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 …