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Customer service people are making the difference

Customer service people are making the difference

by Marcus Hickman | 23 Jan, 2017 | Customer experience, Our blog

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...

The averagisation of customer service

by Marcus Hickman | 16 Oct, 2014 | Customer experience, Our blog

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...

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