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Customer Experience

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 problems.

From a BA staff perspective, this was a day from hell. Thousands of upset, disrupted, needy passengers, all asking for information, wanting substitute flights, hotel rooms – and of course there was very little that the people on the ground could do about any of it.

So they retreated … [Read more...] about Customer experience lessons to be learnt from BA

Just one week to go

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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 capital to sip cocktails on the lawn of the Tower Moat, and smile for the cameras,

Sipping cocktails on the lawn of the Tower of London moat, before The Loyalty Magazine Awards gala dinner Nothing quite matches being a Loyalty Magazine Awards winner

Now in their eighth year, The Loyalty … [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’. But was the customer EVER always in the right?

Hotels and restaurants have a way of being fully booked if an obnoxious customer wants to use their services, and so do most other service industries.

Even in retail stores, staff are adept at removing those who are difficult, … [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 banks are considering new fintech partnerships in 2019 in a bid to improve customer experience and a real-time response.

Kyle Ferguson, CEO Fraedom

The research, commissioned by fintech provider Fraedom, also found that other factors inspiring banks to partner with fintechs are better cash … [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.

According to findings from a survey of 1,000 UK bank and building society customers conducted on behalf of Fiserv, a provider of financial services technology solutions, customers expectations of digital services from their financial services providers are very high. In fact 82% of respondents said they … [Read more...] about Digital failings impact customer retention

Comment: A nation of “stall centres”


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, a website that aims to highlight the practices that lead to phone rage. Above all this means paying for the privilege of listening to endless multiple choice messages, only to arrive back where you started. … [Read more...] about Comment: A nation of “stall centres”