We’re constantly being told that customer attention spans are getting shorter, thanks to technology. But is this a myth?
Large businesses in the UK make up just 0.1% of the overall business landscape but equate to 48% of turnover – illustrating their market dominance and the challenge at hand for smaller businesses to face. So, in a world of Amazon, Sainsbury’s and John Lewis, is there room for SMEs anymore? The answer is yes, and SMEs can use their more personable qualites to drive sales through a quality customer care experience.
Is there a way to compete with online retail giants? According to Stephen Ball, most certainly – if you invest your all in customer service.
Are consumers suffering from event shopping fatigue? Dare’s Roz Thomas believes so. Here’s why sales aren’t always the solution.
Amidst a backdrop of high street closures, physical stores must offer a customer experience that cannot be replicated online.
Share Share via Pinterest LinkedIn Copy Link Share Share via Pinterest LinkedIn Copy Link The growth of this role in today’s corporate hierarchy is not surprising. According to The Economist Intelligence Unit, 59% of bosses see turnover increase faster when they prioritise investment in the customer experience. Earlier this year, PwC announced the appointment of […]
These days, consumers arrive from an array of digital channels, but, more often than not, there is a moment when human interaction is necessary – especially when something goes wrong.
We regularly hear that people aren’t loyal to businesses anymore. Not to airlines, bank accounts and least of all to supermarkets. The facts, however, point to a very different story.
Emotional intelligence is a vital element to understanding customer needs. Colin Hay, VP sales at Puzzel, explains how contact centres that blend technology with the human touch will reap rewards in the digital age.
I recently decided to move house, bracing myself for one of the big three stress scenarios, right up there with bereavement and divorce. What awaited me was a poor customer experience – unnecessary automation and the unwillingness of staff to listen.
As a society, we’ve become very good at making stuff. So good, in fact, that we’re in danger of running out of the materials to make more.
Are you tracking all of your competitors’ moves and spending a significant amount of time every day deciding how to react to (and outdo) those moves?