Loyalty Magazine covers customer loyalty programmes & engagement, data analytics, technology solutions, social, rewards, points, transformation, relationships, CRM
Covid-19 has added impetus to the discussion over what to do when normal best practice just isn’t cutting it. And let’s face … [Read more...] about When good service and product is not enough
When I rang a contact centre the other day, the call began with a recorded message from the CEO saying she fully understood my frustration, but it was no excuse for anger or rudeness and could I … [Read more...] about Should a loyalty programme be kept away from the customer service department? Discuss.
AI is an Irish priority, but implementation is low33% planning AI for customer service “soon”Over a third of Irish organisations with customer contact centres view Artificial Intelligence (AI) as a … [Read more...] about AI is an Irish priority, but implementation is low
Over half will pay for better service from preferred brandsMore than half (54%) of consumers would pay more money for better customer care from their preferred brands. … [Read more...] about Over half will pay for better service from preferred brands
Home & DIY stores worst for customer serviceCustomers only stay five minutes if staff are inattentive … [Read more...] about Home & DIY stores worst for customer service
Customer service improving but 1 in 3 still not happyConsumers switch energy providers twice as often as banks … [Read more...] about Customer service improving but 1 in 3 still not happy
Search for UK’s customer service championsCompetition to celebrate businesses that always put the customer first … [Read more...] about Search for UK’s customer service champions
Recession-weary businesses look to customer service for helpWith the global recession still continuing to threaten the viability of many companies, customer service has come to the fore as a strategic … [Read more...] about Recession-weary businesses look to customer service for help
Poor customer service costs US$338.5bn per yearAccording to a new international survey of consumers, the cost of poor customer service in 16 major industrialised economies causes businesses to lose a … [Read more...] about Poor customer service costs US$338.5bn per year
New performance metrics needed to retain customers in downturnBusinesses need a new set of strategic metrics to retain customers and drive sales in the current economic downturn. … [Read more...] about New performance metrics needed to retain customers in downturn
