The annual customer service survey from Which? is out and the usual suspects feature at both the top and bottom of the list of the 100 big brands rated. You can read the full results here but we’ve summarised the highlights here.
Are Digital Marketers Missing A Trick?
The top three obstacles that marketers face in 2015 are apparently; New business development, quality of leads, keeping up to date with current marketing technology and trends. This is according to research conducted globally across 5000 marketing professionals.
Customer loyalty, trust and the limbic brain
I recently re watched the inspiring Ted Talk from Simon Sinek on how great leaders inspire.
Simon talks about the notion of a golden circle or 3 concentric circles. At the centre, is ‘why’ – the emotion or purpose of why you do what you do (or why a business does what it does). Next out is ‘how’ and the outer circle is ‘what’. Customers buy from the inside out based on the why first, then how and what. Businesses however, sell and communicate from the outside in which is why they often fail in their approach.
UKCSI – State Of The Nation Update
Customer satisfaction on the high street seems to be pulling out of the destructive nose dive we’ve seen in the last 4 waves.
The July 2015 results from the UKCSI are out now and as in earlier posts, I’ve trawled the results and here is a summary for you.Uk map UKCSI
The previous two years of decline seems to have now plateaued with the index rising by a meagre 0.2 from this survey wave to 76.2 overall (out of 100). Way down from the heady heights of 78.2 in January 2013.
Enterprise Rent-A-Car: simple service, great customer experience
You wouldn’t think that the simple act of hiring a car would be such a great customer experience would you? But it is, and it was. Not just once but consistently 3 times in a row. Now not many companies can boast of that.
Leading on Service
In a previous incarnation, I worked in the fleet and leasing industry. For the benefit of those people who are unfamiliar with it, as a company we provided fixed term finance to businesses who wanted to provide company cars to their employees (so lease rather than buy).
State of the Nation: UKCSI results are out and it’s not pretty!
The most recent results of the UKCSI are out this month and they don’t make for good reading as to the state of the nation for UK Customer Experience.
The executive summary can be found here if you want to read it but I’ll cover the key highlights and trends for you here.
Customer experience from the crystal ball – the year ahead
January is typically a time for reflection on the past year and an opportunity to refine business plans, set new goals and focus effort and attention on the year ahead. In addition to this, there’s always predictions as to the likely trends … Continue reading →
Indifference or inertia isn’t customer loyalty
After sending an unrecognised 0808 telephone number to voicemail recently I foolishly answered the phone after the third or fourth call. As I suspected, it was my mobile phone network provider who initially claimed they were calling to ‘thank me for my loyalty!’
Sack all the cleaners
Before we start let me just clarify that I’m not about to call for the wholesales removal of cleaners from their current employment. Nothing of the sort. But I do want to talk about empowerment and ownership in relation to … Continue reading →
