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Insights

How a single customer view helps create lasting loyalty

Thu 02 Aug 2018

Customer experiences are made up of ‘Moments of Truth’, those touchpoints when a person engages with your business. From the moment we’re exposed to a brand to when we obtain products and services or seek support, these touchpoints can positively or negatively reinforce our views.

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Insights

Streamlining the Complaints Process

Tue 10 Jul 2018

How a business handles, records and reports complaints can vary drastically. We present an action plan for reducing inefficiency through integrating resources and automating workflow processing to create a process that addresses customer issues more effectively.

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Insights

Getting to Grips with Customer Complaints

Fri 08 Jun 2018

Complaints from customers are inevitable but it’s how you handle them that determines their impact on the business. Handled well using complaint management, customer complaints are an indicator of good customer service and can influence how the company evolves.

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Insights

Preparing Brands for Social Customer Service

Thu 03 Mar 2016

From a transactional to a relationship economy, why social customer service is an essential element of every business

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Insights

Social media changes customer expectations

Thu 18 Feb 2016

Companies need to be prepared for ever more proactive customers armed with more public ways to voice dissatisfaction.

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Insights

4 Key Benefits Of A Feedback And Complaints Management Process That Works

Tue 09 Jun 2015

As we continue to move forwards in a world where customers want bigger and better levels of engagement, the importance of an effective feedback and complaints management process is growing, too.

 

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