Consumers losing patience with call centre queues and lack of swift service
Firms are being accused of using the pandemic as an excuse for long waits on the telephone or late … [Read more...] about Covid no longer an excuse for bad service
Customer Experience
Town and city loyalty programme expands across the UK
Supporting local businesses in a tangible way
Mi Rewards, the town and city loyalty programme is expanding across the UK with launches in Guildford, Fleet, Stoke-on-Trent, Barnsley and … [Read more...] about Town and city loyalty programme expands across the UK
Customers demand personal but brands lack empathy, says KPMG report
Top ranking brands in each country scored 12% higher on average, compared to other brands in their respective markets, so consumer expectations will continue to rise
Brands in all … [Read more...] about Customers demand personal but brands lack empathy, says KPMG report
Customer experience lessons to be learnt from BA
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You probably noticed yesterday, the very strong message coming from frustrated BA travellers, that no one was helping them, listening to them, or in any way handling their complex … [Read more...] about Customer experience lessons to be learnt from BA
Just one week to go
Free/Open
Nearly time for The Loyalty Magazine Awards 2019
Just one week until the biggest event in the global loyalty calendar kicks off at the Tower of London - one of the best places in the … [Read more...] about Just one week to go
Was the customer EVER ‘always right’?
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Uber says it will deactivate riders if their rating drops below a certain level, which raises the question whether this heralds the end of the notion that ‘the customer is always right’. … [Read more...] about Was the customer EVER ‘always right’?
Banks turning to fintech for customer solutions
Banks partnering for the experience
Strengthening online security revealed to be a priority for almost two-thirds of banks
More than three-quarters (84%) of … [Read more...] about Banks turning to fintech for customer solutions
Digital failings impact customer retention
Digital service expectations from customers are very high
Financial services firms without a user-friendly digital banking experience are at risk of losing customers. … [Read more...] about Digital failings impact customer retention
Proactive service ‘becomes the norm’
Proactive service 'becomes the norm'Company contact centres getting personal … [Read more...] about Proactive service ‘becomes the norm’
What is going to be happening in 2016 in your call centre?
What is going to be happening in 2016 in your call centre?By David Ford, MD of Magnetic North … [Read more...] about What is going to be happening in 2016 in your call centre?