Author: CXM Editorial

Click to Chat for SMEs

Are you a small or medium-sized business with an online presence? Do you interact with your customers or prospective clients on your website? If so, you might be interested in the benefits of click to chat… Why? For a small or medium-sized business,...

Customer Service – where SMEs can have the upper hand

With lower customer numbers, smaller marketing budgets and lower bottom lines, SME businesses can have a rougher road to tread when it comes to acquiring new customers, however, where they can win hands down is by being the right size...

Don’t let ‘sorry’ be the hardest word for your business

When things go awry, what’s your first instinct? To cover up? To pass the buck? To dole out some cash? Or to come clean with a sincere apology? Recent research from the Ombudsman shows that to keep your customers happy, ‘sorry’...

The Future of Customer Experience

Joe Tawfik, CEO of Kinetic – a specialist business process outsourcing (BPO) for the telecommunication industry -looks ahead at what is emerging in the field of Customer Experience. Part two of the feature will appear in the July issue of...

Why haven’t we all switched to First Direct?

Since the seven day account switching scheme was introduced last September, only 1.3% (600,000) of us have decided to switch our bank accounts. And although this number is forecast to increase to somewhere between three and five million over the...

Why Customer is King in Small Businesses

The small business is regularly put forward as the place where excellent customer service can be delivered. Small, agile, nimble and close to the customer; so unlike the big giant monoliths with their layers of management and out-of-touch head offices. Recently,...

Question time for award-winning Russell

After winning UK National Call Centre Awards’ Call Centre Manager of the Year 2013 and being nominated for this year’s Senior Manager award by the European Call Centre Awards, Russell Wilson talks about life as an award winning Call Centre...

Waitrose’s VoC Programme Yields Real Business Improvements

The past decade has seen Waitrose go from strength to strength, delivering financial success and receiving a number of industry accolades encompassing its award-winning foods, customer satisfaction, corporate responsibility and high levels of job satisfaction throughout the company.   With customer satisfaction...

Complaining customers aren’t all that bad…are they?

The words customer and feedback can instil a sense of fear amongst those in service industries, with businesses being lulled into a ‘we receive only a few complaints, so almost everyone must be happy’ pretence. Whilst it’s always beneficial and...

Is your company a Finalist?

Put your hands together and congratulate the Finalists shortlisted for the UK Customer Experience Awards 2014. Each business or individual has been selected for offering outstanding customer experience, and they will now go forward to the final which will take place...