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Tag: The experience

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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
Available on demand 1st Jul 09:45 BST

Treating customers fairly

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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
Available on demand 1st Jul 09:30 BST

Getting the details right

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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
Available on demand 1st Jul 09:10 BST

Delivering a seamless service

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20:20 Customer Experience Summit infographic

20:20 Customer Experience Summit infographic

Watch our conference infographic full of challenges and opportunities for customer experience professionals!

Video
0-complaints

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
apple

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
How Lloyds halved their complaints

How Lloyds halved their complaints

Martin Dodd, Customer Services Director at Lloyds Banking Group explains why complaints are important to them and how they went about halving their number of complaints in the last three years.

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