mPOS: shoppers think more retailers should follow Apple’s lead

Shoppers love the Apple store payment experience. The want more retailers to join the mPOS (mobile point of sale) revolution to speed up and improve the customer experience, according to research we completed for Miura Systems* using our content marketing process....

Customer service people are making the difference

The Institute of Customer Service’s latest UK Customer Satisfaction Index (UKCSI) shows that retail assistants, call centre agents, service engineers and other frontline people make the real difference when it comes to delivering great customer service. The...

Update of ISO 18295 Customer Contact Centres

What are the main changes in the FDIS compared with the previous version? This was the fifth meeting to develop the ISO 18295 standard on customer contact centres. The intention was to resolve the draft International Standard (DIS) comments for 18295-1 and 18295-2 in...

Thought Leadership

Every year since we founded Davies Hickman in February 2007, our Thought Leadership has uncovered changes in customer expectations of organisations. Our research and strategy has informed product launches, culture change programs, content marketing, people management,...

Contact Centre Research

A Contact Center Manager Without A Contact Centre: Guest blog from Paul van Ladesteijn Many organisations outsource their customer contact to an outsourced contact center. However, this does not mean that the customer service ceases to be the responsibility of the...

Customer Experience and Consumer Insights drive standards

Most people would agree personal experiences are a great way to learn, de facto. For me, when working with BSI (British Standards Institution) to develop new customer experience standards, the combination of personal experience and referencing consumer data is...

Internet of things

Google Glass may not have attracted as many early adopters as forecast, but wearable technology is on the rise.

Using video in Customer Experience: Your organisation’s choice?

With nearly 1 in 5 of us using Skype and Facetime regularly according to Ofcom, what are the opportunities to apply video to customer contact? Using digital ethnography to study the use of video in customer service, and hearing executives talk about their experience...

Getting the most out of VoC programmes: what do key trends tell us?

We are all experts on customer experience now. Or are we? At Davies Hickman, we believe that using the right data, the latest digital research techniques and visualisation tools is the best basis for sound decision-making on customer-related issues. We advise our...

The averagisation of customer service

Big businesses have rightly been focusing on delivering what customers want over the past 10 years. But their efforts have resulted in ‘the averagisation of customer service’. Now could be the time for leaders to ‘buck the trend’and differentiate their organisations...

Workplace challenges in 2014

According to the ONS’s press release Labour Market Statistics on the 18th December 2013 the employment rate for those aged from 16 to 64 for August to October 2013 was 72.0%, up 0.4 percentage points from May to July 2013 in the UK. There were 30.09 million people in...