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Articles written by the directors of Customer 1st

Customer Service Blogs

Emotional Outcomes for Customers

In my last blog, we discussed Customer Journey Mapping (CJM) and how best to implement the proc-ess. I talked about the touch points where customers' overall perceptions of the level of service pro-vided by the organisation occur. As we are now acutely aware, each touch point makes a distinctive contribution towards customers' feelings. A bad experience can vary from something that customers find frustrating or annoying... read more

The Voice of the Customer: Do We Really Know What Our Customers Think of Us?

Customers are consistently telling us they are not receiving good service! Why are many companies still not really listening to their customers? Poor customer service is costing UK businesses £15.3bn per year as customers defect. Organizations that become customer centric during (or coming out of) a recession have a great opportunity to increase sales and profit margins, and to gain market share over complacent... read more

6 ways to transform your customer service

Customer satisfaction in the UK is just over 70% Staff need to be enthused about good customer service Many businesses find service excellence elusive, impacting reputation Good and bad customer service has an emotional impact Customer satisfaction in the UK is just over 70% but the UK Customer Satisfaction Index 2009 shows that many customers' needs are still not being met. We may mull over... read more