Customer

  • insurance industry disruptors Will technology change the face of insurance as we know it?
    March 30, 2017
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    The insurance industry is certainly one sector that has viewed technology with suspicion in the past, amid fears of disruption, new entrants coming onto the scene and bringing innovation with them, and the stratospheric rise of comparison websites.

    As the...

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  • Top tips for making B2B businesses more approachable
    March 27, 2017
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    Marketing to consumers does have its pitfalls but many would say that trying to sell a B2B business is typically far more difficult… and it’s not that hard to see why. The target market is usually a lot smaller...

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  • customer service off script Empowering employees to go off script
    January 30, 2017
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    Over Christmas I had a Tesco delivery scheduled to come in the evening but my toddler was sick and I needed to take him to A&E. I called Tesco to cancel delivery and the man I spoke to was...

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  • Customer Paying At A Cafe With Credit Card How to create memorable customer experiences
    January 24, 2017
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    Consumers are a demanding bunch these days and it’s vital that you do all you can to keep them happy because it’s such a competitive world out there, no matter what sector you’re in. But there is something you...

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  • Customer experience predictions for 2017
    January 13, 2017
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    The new year is just around the corner and for brands this means evaluating the 12 months just gone and thinking long and hard about what improvements could be made and where. When it comes to customer experiences, it’s...

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  • Feedback Evaluation Review Contact Customer Support Concept Closing the loop on customer feedback
    November 15, 2016
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    Technology has done an awful lot to help make it easier for people to run businesses, big and small, these days but it has also helped create a few problems along the way, especially where customer service is concerned.

    One...

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  • Inclusive brands Inclusive brands and positive association
    October 7, 2016
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    Twelve million people in the UK have a disability. Would you say that this is reflected in your daily life or in the media? It’s actually quite astounding to think that 2016 saw the first ever TV ad to...

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  • customer service Four examples of good customer experience strategies
    September 28, 2016
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    The customer is always right. You’ve got to keep the customer satisfied. Both clichés, but both have a grain of truth in them – like all good clichés, really. If you want to run a successful business, you’ve got...

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  • Customer experience The customer experience – emotions do matter
    August 31, 2016
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    ... and your organisation can do something about it

    When customers make a decision – whether that’s to buy a product, renew a contract or recommend an organisation – all the remembered impressions they have of the brand take play. This...

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  • MRS Awards 2015 Winner Insight Management Award winning research
    December 22, 2015
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    We’re ending the year on a high. Recently we attended the MRS awards and were delighted to receive the MRS/AURA Award for Insight Management. That is, us, TfL and 2CV. Our submission was called Next stop: cultural change and...

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