At ServiceTick we are all huge sports fans. So, in desperate pursuit of a topical hook on which to hang a relevant message, we wondered what, as CX professionals, we can learn from the Olympic carnival.
Most of our clients use customer feedback as a key element of their training programmes for contact centre staff. Typically feedback is aggregated by a team leader on a weekly or fortnightly basis and a summary of results shared with individual team members. Development needs are identified, targets...
For the last three years the Ombudsman Services have measured the UK public's appetite for complaining about poor service. In 2016 more than 8 out of 10 of us said we were unlikely to put up with poor service without taking action; and more than 4 in 10 had an active complaint against a product or s...
“The customer is not dependent upon us; we are dependent upon him. The customer is not an interruption of our work—he is the purpose of it. The customer is not a rank outsider to our business; he is a part of it. The customer is not a statistic—he is a flesh-and-blood human being equipped with biase...
Until quite recently corporate lore held that, of the three primary stakeholders in any business, the shareholder should take precedence over customers and employees. How blinkered that view now seems; and in my last blog I referenced Jack Welch’s view that ‘shareholder value is the dumbest idea in...