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Motivating customer service teams

Motivating your customer service team to get results

Need to inspire your team? Here’s some ideas for motivating your customer service team In the highly competitive world of Customer Service, creating and maintaining high levels of employee motivation is critical to organisational success. In an industry that is heavily reliant on people, highly motivated, loyal staff that consistently produce excellent quality work, overcome challenges […]

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Emotion in the customer experience

Understanding emotion in customer experience

Customer Experience often focuses on systems and processes. They’re vital. Without them, nothing happens. Your customer strategy will be built around technology and systems, big data and metrics. It’s the engine that drives your improvement. But what about the emotional aspects of your customer experience? More specifically, does your operational customer communication get the attention

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Understanding energy bills

Understanding energy bills – the voice of the customer

The barrier to understanding energy bills is a lack of clear communication. Way back in March 2009, energy regulator Ofgem told energy companies to make monthly direct debit demands clearer. By 2010, the objective was to make the 200 million bills sent by energy companies each year simpler. In October 2012, Ofgem unveiled proposals that

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Human centred complaint process

Building a human-centred customer complaints process

Customer complaints are an inevitable part of the overall service improvement for any business – and an incredibly valuable component in improving the customer experience if they’re handled effectively. Complaints about the conduct of business demonstrate a clear disjoint between customers’ expectations with their experience and the service being delivered. Most complaints are generally about:

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