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The 10 strategy tenets for developing a customer-driven workforce

Developing a customer-driven workforce is one of the key roles of customer service leaders and managers - but how can they successfully achieve this? In the first article in a new series exploring best practice customer service, Stephanie Edwards starts with a strategic look at the topic, outlining the 10 components of customer-centricity. Turning a customer service strategy into reality is a key challenge for organisations.... 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