Customer behaviour

Content tagged with Customer behaviour

Articles

• The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value

• The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value

• Social media: What your customers expect

• UK Customer Satisfaction Index results July 2010

• No comment. No customer.

• Consumer channel choice

• Online consumer buying behaviour and trends across Europe

• What stops customers complaining?

• Time to stop delighting your customers?

• Poor complaints processes and customer loyalty in the telecoms sector

• Death of the average customer

• Shake-up in legal customer service

• Poor service costs the UK economy £15.3 billion a year

• Customer service: In a class of its own

• The cost of waiting and cancelled appointments to UK businesses

• Which drivers affect ROI in customer service and can we measure them?

• Eurostar, customer experience and emotion and competitiveness

• Creating better customer experiences: Changing our approach to experience design by asking what if?

• Belief, customer service and measuring its ROI by proxy

• Customer service matters – whatever your position in the market

• Generations, customer behaviour and service design

• Social media and moving beyond transactional customer relationships

• Moving beyond transactional customer relationships with social media

• TOA Technologies 2010 Cost of Waiting Survey

• The real time dash for customer analytics

• CBI director-general John Cridland addresses the Institute's 2011 Conference (video)

• Liz Jackson interviews Institute chief executive Jo Causon

• Improving customer service standards in a regulated, non competitive industry sector

• The rise of the monster customer

• Bovis Homes: Building quality, delivering service

• Why do I have to shout?

• Using a single question customer measure: Satisfaction, NPS and beyond.

• How Aldi's service shines in difficult economic times

• When customer experience amounts to more than a choice between good and bad

• Is fear the only thing stopping you from delivering customer service through social media?

• CBI director general John Cridland: Taking a forensic approach to customer service

• Do we need more customer empathy during a recession?

• Banking on change: How technology and customer behaviour are changing banking

• Service in 2020: how will it look?

• Break down those barriers: Logica's Andy Green on innovative collaboration, personalised service and

• Searching for service: Norman Broadbent's approach to executive recruitment

• How Steve Jobs and Apple made technology for customers

• The fog is lifting - the changing face of customer service

• Trust flutters

• Customer service: the new normal

• 10 ways to reduce customer churn

• Measuring customer emotion: Trust, confidence and customer loyalty and advocacy

• Keep your customers loyal by asking them the right questions

Downloads

• Business Systems (UK) Ltd – Annual Conference 2010, Jo Causon

  Our chief executive Jo Causon presented to the BusinessSystems conference, giving an overview of how

• What if customer experience has no ROI?

  Bruce Temkin discusses the bottom line value of customer experience and how we can go about explaini

• UK Customer Satisafaction Index Sectoral Presentation: Service Sector July 2009

  A UK Customer Satisfaction Index report for sample purposes. Please note that the layout and colours

Products

• Consumer Channel Choice

  Literature review that explores the relationship between consumer motives and their choice of purcha

• UK versus US: reality and myth in customer service standards in these countries

  This literature review examines the difference between customer service standards in the US and the

• Finance (insurance) Sector UKCSI Presentation July 2010

  Organisational results for the finance (insurance) sector. The report also includes sector-level com

• Leisure Sector UKCSI Presentation July 2010

  Organisational results for the leisure sector. The report also includes sector-level complaints info

• Public Services (local) Sector UKCSI Presentation July 2010

  Organisational results for the public services (local) sector. The report also includes sector-level

• Public Services (national) Sector UKCSI Presentation July 2010

  Organisational results for the public services (national) sector. The report also includes sector-le

• Retail (food) Sector UKCSI Presentation July 2010

  Organisational results for the retail (food) sector. The report also includes sector-level complaint

• Retail (non-food) Sector UKCSI Presentation July 2010

  Organisational results for the retail (non-food) sector. The report also includes sector-level compl

• Services Sector UKCSI Presentation July 2010

  Organisational results for the services sector. The report also includes sector-level complaints inf

• Telecoms Sector UKCSI Presentation July 2010

  Organisational results for the telecoms sector. The report also includes sector-level complaints inf

• Tourism Sector UKCSI Presentation July 2010

  Organisational results for the tourism sector. The report also includes sector-level complaints info

• Transport Sector UKCSI Presentation July 2010

  Organisational results for the transport sector. The report also includes sector-level complaints in

• Utilities Sector UKCSI Presentation July 2010

  Organisational results for the utilities sector. The report also includes sector-level complaints in

• return on investment in customer service: the bottom line report

  Our research into evidence of the financial returns from customer service. It comprises a survey of