Category: Uncategorized

Improving customer experience in Not For Profit and Public Sector organizations

Moxie Software’s EMEA General Manager, Andrew Mennie says: The non-commerce sector, from Not For Profit to Local and Central Government, has more in common with commerce than you might expect, when we look at the deployment of multichannel customer experiences. Whether...

Content intelligence creates long-term donor relationships for charities

Charities have to develop better customer (donor) relationships It’s easy think that just because a charity is a non-profit that they lack the same commercial awareness and urge to generate revenue exhibited by their ‘for profit’ counterparts. Actually charities are every...

To Outsource or Not to Outsource…

Managing citizen contact is a major challenge for any public sector organisation, but quite often, the decision behind outsourcing your customer service can turn into a dilemma, of Shakespearean proportions! We’re here to tell you that it needn’t be –...

The way of a fool seems right to him, but a wise man listens to advice

There is a cautionary tale from this reference from Proverbs 12:15 for any business which wants to improve its way of working; how competent you think you are is probably not the reality of how competent you actually are. The worst...

Customer experience Titanic or Titan in the making?

Paul Massara took over as the chief executive of npower in January 2013. Arguably a difficult job to take on, not least because of the poor customer service reputation and previous mis selling practices conducted between 2009 and 2012, allegedly...

Metro Bank – A delightful and daringly different banking experience

I was recently very honoured to get a new and titled follower, along with a retweet, on Twitter. In fact this follower has two titles, which, considering he’s a dog and is associated with a bank is even more impressive....

Customer Service: The Key To B2B Companies’ Profits

Do you lead or manage a business-to-business company? Great customer service may be even more important for your organization than for companies serving individual customers directly. B2B companies tend to have far fewer customers but their accounts are...

Caught Between Fear and Trust – Elephants in Public Sector Performance

My research and training within the public sector reveals staff are clearly feeling the pressures of performing in climates of: more for less cut backs redundancies limited promotion opportunities diminishing resources pay freezes The Effects of Fear and Trust Health care, emergency services and council services amongst others,...

Winners share secrets to their success

With Customer Experience being high on the radar for businesses, it’s no surprise that The Cranfield Customer Management Forum (CCMF) set the agenda for their February workshop ‘Winning with Customer Experience’. A series of thought provoking presentations were made by...

Call Centre winners who treat complaints like gold

AmicusHorizon are champions when it comes to contact centres, having scooped the ‘Best Small Contact Centre’ at the 2013 UK Customer Experience Awards. We look at how they make their call centre stand out. AmicusHorizon is a charitable housing association (contact...