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Response Quality Vs Response Time – Which Should Come First In Complaint...

Of the whole complaint management process, there are two key points that should see a considerable focus from the organisation – the quality of the response and the amount of time it took for the...

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Should You Be Developing An Emotional Connection With Your Customers?

According to an article by Diane Berenbaum, the Senior Vice President and co-owner of Communico Ltd, over 50% of a customer’s experience with an organisation is based on emotions, with the other half...

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Is The Customer Experience More Important Than Ever Before?

It doesn’t matter which industry an organisation operates in, how many millions they turnover each year or how popular their brand is – the customer is at the heart of their success. From a sole market...

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When Customer Expectations Are Low, Should You Still Be Trying To Please?

The primary purpose of delivering great customer service is to ensure your customers enjoy their experience with the company. From the moment they start a relationship with you, whether that’s looking...

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10 Reasons You Need To Raise Your Customer Service Game – Part 1

In a world where organisations need to constantly improve customer service, it can be difficult to justify why you need to make changes to your existing model, especially if you believe it works...

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The Customer Experience And Knowing How To Say Sorry

You do not have to be an experienced business professional to know that ‘the customer is always right’. It is a well-known phrase that suggests whatever the customer does or says is correct and the...

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How Personal Should You Make The Customer Experience?

The customer experience needs to be personal – we talked about this in-depth in our piece ‘Should You Be Developing An Emotional Connection With Your Customers?’ back in March and there have been...

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What Can You Learn About Customer Satisfaction From High-End Organisations?

A recent study by Which? found that a number of high-end organisations dominate the high street when it comes to customer satisfaction. From cosmetics company Lush and department store John Lewis...

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If You Had To Make Substantial Cut Backs, Would Customer Service Be Affected?

We know that customers will pay more for a better service. We have talked about this previously and the more time passes, the more organisations are coming to realise that if they deliver a great...

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Want To Deliver The Best Customer Experience? You Need To Have An Internal...

To deliver a great customer experience, you need to have strategies and processes in place to deal with everything that your customers could want. For example, if they make a complaint, do you have...

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