As Four Seasons has climbed from modest beginnings to its current luxury position, founder Issy Sharp has insisted that “nice folks” are central to brand success.
Good customer service means offering a hand to hold through the initial sign up or switching process, as well as good problem-solving and account management throughout the life of the contract.
A trip out to Florida for Adam Twidell, as part of ongoing business expansion there, preceded Hurricane Irma but got him closer to his company’s efforts in the US.
With expectant consumers to drop a brand at any moment, good customer service is now a multifaceted discipline, argues Jan Cavelle.
When you start a business you must find something that you do better than anyone else, that sets you apart – or why bother?
In any job sector, there is always a debate of whether technology will overtake human jobs, and the contact centre is no different. These arguments are always made in black and white and assume the workforce will be entirely human or entirely robot.
In a world where bad service and poor reviews travel like wildfire, Giles Fuchs uses his experience to provide guidance on keeping customers happy.
When it comes to fixing reputational damage, two sectors are working overtime – and it’s all because of lack-lustre customer service.
Set up by 28 year-old Ashleigh Hinde, contact lenses business Waldo is taking on big pharmaceuticals with a customer service-focused subscription offering.
Laughing Gravy Owner Jon Wise explains how his restaurant has been affected by Brexit and how he chooses suppliers he can trust.
The tech-world flavour of the year is AI, which is made up of two sub-technologies of natural language processing and machine learning. Undoubtedly you have heard of chatbots and conversational marketing because most businesses are testing or using it.
Online customer engagement company Chat Shop prides itself on the quality of the real-time customer service it provides – but has found fast recruitment a challenge. Here’s how the problem was solved.