Itās something we often talk about, but its importance canāt be overstated: organisations simply have to design the user experience through the eyes and perspectives of the customer. This is one of the fundamental determinants of good service and…
Dubbed the biggest regulatory shake-up of the financial sector in a decade, the Financial Conduct Authorityās (FCA) Consumer Duty has been in force for a year now. While it may still be too early to take a view on the…
Black Friday marks the start of one of the busiest, and potentially profitable, trading periods of the year for retailers. But this year, as the sales launch once more, itās impossible to ignore that customer service is under more pressure…
As we move through the final few months of the year ā known in retail-focused sectors as the Golden Quarter ā there is an opportunity for consumers to spend more time in their local communities and high streets looking for…
This weekās headlines have been filled with news of widespread supply shortages across UK businesses. Iām sure many of you have popped into a supermarket recently and been met with a scarcity of items such as tomatoes and peppers -…
Last month I wrote about the need for organisations to have a customer service reset in order to avoid the risk of a downward spin in satisfaction levels. This month, our latest six-monthly UK Customer Satisfaction Index (UKCSI) only reinforces…
