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The Expert View: Best Customer Experience of 2015

With customer experience now firmly entrenched in the management landscape, and a new year dawning, we asked some of the Network’s resident experts to tell us about their best (and worst) experiences of 2015.Read More

Childhood, Adolescence, Adulthood, Old Age.

Delivering Exceptional Customer Service Across the Generations

It’s often said that there is no ‘typical’ customer, and that a one-size-fits-all approach to the customer experience is doomed to fail. Here, Anna Liotta, Managing Director at CX-specialists Resultance, tell us why thinking generationally is essential when it comes to designing customer experiences that work for all your customers. Read More

Expert Blog
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Three ways to reduce customer effort and build customer value

Jeff Foley offers three best-practice totems around which to build, an easy, efficient and profitable customer experience model. Read More

Expert Blog
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Should ‘Net Easy’ be your new customer service metric?

An interview with Nicola Millard as she explores how technology is changing our behaviour, particularly in the realm of customer service and the impact this has on the contact centre. Read More

Expert Blog
CEFS

Customer Experience Lessons From The Best

We invited all 20:20 Network experts to our recent 20:20 Customer Experience Summit, giving them the chance to learn, share and network with an impressive array of speakers and delegates. Read Adrian Swinscoe’s key learnings and thoughts on the experience post-event. Read More

Expert Blog
2020

20 best moments from the Summit (part 2)

Following on from last week, here is part 2 of our conference roundup. Read More

Expert Blog
2020

20 best moments from the Summit (part 1)

With the dust now settled after this year’s Summit, we’ve put together a list of the 20 key moments and takeaways from the event.Read More

Expert Blog
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What do you do with complaints?

Find out how increasing complaints in your service could increase your salesRead More

Expert Blog
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How top brands use Twitter for social customer care

Branded Twitter accounts will always attract customer service enquiries, comments and of course complaints. The best brands on Twitter react quickly and helpfully to all enquiries.Read More

Expert Blog
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Manage customer expectations | Apple case study

Once a gift of elegance and simplicity, Apple’s iPhone was the gold standard in a product category it arguably created but beware! With high expectations comes great responsibility or run the risk of dissatisfied customers creating a loss in your market share. Read More

Expert Blog
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Tackling the hub of all customer complaints, the call centre.

Call centres are all too often associated with being a hub for complaints and how your organisation responds is crucial. Introduce these two missing elements and turn your complaining customers into satisfied ones. Read More

Expert Blog
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Are you earning customer loyalty, or are you buying it?

Having loyal customers is fundamental to the long-term success of a business. But how do we deal with the numerous studies that have been done that show that loyalty amongst customers is decreasing? Read More

Expert Blog
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