customer experience

How Your Customer Stories Can Distinguish You From the Herd

How Your Customer Stories Can Distinguish You From the Herd

Today’s predominantly digital marketplace means that it has become increasingly more difficult for businesses to differentiate themselves and their brands from competitors. Everyone has access to exactly the same customer information online. As a result, costly, time-consuming customer research has become a prerequisite for winning business, rather than any strategy to help firms stand out from the crowd. Businesses such as consultancy, legal and IT companies have a particularly difficult job to poke their proverbial heads above the parapet, when so many competitors offer the same or similar services. Yes – you can try and differentiate with a snazzy all bells and whistles website, funky brochure material, competitive price lists and key messaging around enhanced customer service. But let’... »

Customer Service Suffers If Employees Don’t Feel Engaged

Customer Service Suffers If Employees Don’t Feel Engaged

UK small businesses are being warned that having unengaged workers can lead to problems with customer service, according to a report by Dragonfish. The survey of 1,200 employees revealed that 64% don’t believe the company they work for has a clear purpose, with the same number believing it solely exists to earn money. Trust appears to be another big issue for respondents, as just 40% have confidence in higher management with 58% of the belief their role has no bearing on the long term future of the business. It’s suggested a main consequence of such employee dis-engagement is decreased customer service, as just 32%of those surveyed see their colleagues ‘putting the customer first’ on a daily basis, while 33% believe their co-workers are good at understanding customer expectations. Richard ... »