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
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
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 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 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'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?By David Ford, MD of Magnetic North … [Read more...] about What is going to be happening in 2016 in your call centre?
Multiple channels remain contact centre burdenOnly 15 per cent of agents are able to track customers across multiple channels … [Read more...] about Multiple channels remain contact centre burden
Comment: A nation of “stall centres” Introducing the UK's first "phone rage" IndexHaving just moved house, I can relate absolutely with the reasons behind Nigel Clarke’s creation of PleasePress1.com, … [Read more...] about Comment: A nation of “stall centres”