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Tag: customer experience
Customer Faithful's Rick Harris will be delivering his next 1-day course "Customer Experience Management - The Fundamentals" in Peterborough on Oct 3rd.
Telecoms and Banking are two industries well regulated for consumer protection, and highly competitive. One might think that these two factors would ensure a strong focus on customer experience and satisfaction. But our own experience tells a different story. Here is what we learned.
It goes without saying that customers want the services they use to work (whether they pay for them or are free). But a great customer experience is more than that, as this example from the world of Swiss rail demonstrates.
‘Signature moments’ are particular features, built to typify a brand – to shine out as something distinctive, memorable, iconic even. Yet this article will argue that these much-vaunted signatures can too often substitute a higher goal – that of serving a customer’s individual needs with appropriately branded behaviour.
With so many people using smartphones and the apps that make them so appealing, is the creation of a customer service app the next big thing in customer experience? Our view is a provisional 'yes' - but it all depends on how the app is downloaded initially. For the lowdown, read on.....