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Managing Customer Experience Across Service Channels

By Trevor Arden I suffered a series of very negative experiences as a customer recently when I interacted with a large European electricity supplier. My initial problem arose when I needed to conduct what I had thought would be a straightforward, commonplace transaction: transferring a domestic electricity supply contract from the builder of a new house to myself as the owner. Not only was there a mountain of paperwork for me... read more

Customer Journey Mapping Can Identify the Reasons for Customer Complaints

Organisations continue to focus on improving the customer experience with the goal of increasing the lifetime value of customers, but for the customers themselves, real improvements to their experiences remain elusive for many organisations. Managers are still trying to understand customer experience, let alone measure it and pass benefits on to customers. A pertinent question is, “Are organisations really walking in... read more

Service Resolution: Customers' Number One Priority

Every day we read about organisations that cannot handle complaints professionally. Managers often do not fully appreciate the opportunities arising from complaints: complaints are free consultancy, with customers volunteering to tell us what we are doing wrong. Sometimes, they even tell us what we need to do to resolve the issue. The problem I still see in some companies is that many of them regard complainants as a pain.... read more