Need to write a complaint procedure? Here’s some ideas, tips and approaches to create one that’s customer-centric and human-centred. We get to see a fair few complaint procedures in our work. The way you treat your customers when things go wrong isn’t just the difference between keeping them or losing them, it has a huge …
Areas where tone of voice can positively engage customers and improve your customer experience across all your service touchpoints. powered by Typeform It’s not what you said – it’s how you said it. Getting your tone right will make customer relationships easier and more profitable. What written tone of voice do you use when you …
We spoke to Ian Golding about the rise of customer experience, its impact on business and why, recently, customer experience has become a central focus for many sectors. Don’t try and delight the customer. Just get the basics right. Rubuss Talks with Ian Golding. In this latest edition of Rubuss Talks, Customer experience (CX) consultants …
When customers need to return something, do you leave them feeling good about it? This guide talks through some common best practice for better returns communication. Help customers through the process of returns, and leave them with a positive feeling about your business. powered by Typeform Asking for a refund and returning goods are just …
A Guide to the customer refunds and returns Journey Read More »
Don’t let corporate gobbledygook get in the way of creating clear, engaging communication for your customers. It’s all too easy to create customer communication that’s internally-focused and difficult to understand. This guide shows you how to avoid it. powered by Typeform If your customer-focused teams spend more time being “pleased to inform”, “taking this opportunity” …
A Guide to busting jargon in customer Communication Read More »
Our guide to clearer, more human customer communication. Could your customer letters and communication work better? This guide outlines some of the most effective tools in writing letters to customers. A guide that looks how to write engaging, customer-centric communication that avoids common pitfalls. powered by Typeform Is the customer communication you send out doing …
Everyone loves to hate terms and conditions – but what can you do? Click and forget or read and die from boredom? It’s clear that people are getting fed up with struggling through legal documents designed for lawyers, not customers. The Telegraph’s Katie Morley picked up on the implications for Ts & Cs of the …
We’re in the Telegraph talking about Terms & Conditions Read More »
Give Mark the chance to speak about customers and he’s off like a rat up a pipe. So he was delighted to be invited to HouseMark’s Customer Excellence Club in London’s Ambassador’s Hotel. He talked about the struggle organisations have when they try to solve complex problems with solutions designed for complicated ones (there’s …
We’ll take any chance to spread the customer experience gospel, so a radio show with 7.3 million listeners is a great opportunity. Jeremy Vine’s Radio 2 lunchtime show wanted to talk about making utility bills clearer, and they asked Mark to be a guest. He explained how people simply don’t understand the bills they’re sent, …
As well as the UK, we work in Asia and the USA, so it was great to get asked to be a judge for the ICMI’s awards in Florida. As a regular participant in the USA’s International Customer Management Institute’s discussions, Mark was delighted to be appointed as a judge for the Global Contact Centre …
Judging the ICMI Global Contact Centre Live Chat awards Read More »
