Is The Quality Of Customer Experience Good Enough To Cause Loyalty, Word Of Mouth, Engagement, Trust? That’s The Prize When Done Right

Optimising customer experience becomes a serious organisational aim for organisations that get its signifiance to their continued success. It’s a core strategy for protecting and developing brand loyalty. Its value is measured in customer’s economic and advocacy value to the organisation.

These articles explore key themes and issues in being able to do this.

Customers, Clouds & Claridge’s

April 1, 2012
Claridges

Sipping fine coffee the morning after dinner at Claridge’s is happiness itself. Especially on a warm spring morning when London’s buzzing. It is certainly one good reason to become a NewVoiceMedia customer and go the cloud route for your customer interaction infrastructure. It’s a space that has turned up full time on my radar. Amongst [...]

2 comments Read the full article →

Thinking About Multi-Channel

January 23, 2012
Thumbnail image for Thinking About Multi-Channel

This post is for anyone in customer leadership who needs to think clearly about their multi channel strategy. Offering a multi channel service is now expected and technology solutions are plentiful. But what’s the thought process that drives success and avoids poor customer experience and disapointing internal ROI? Beware Those Predictions! The last few years [...]

0 comments Read the full article →

Mobile Customer Engagement

March 28, 2011
Thumbnail image for Mobile Customer Engagement

‘Mobile customer engagement‘ has been a long time a comin’. So you could be forgiven for deciding to put it on the back burner for another year and not invest. But this time you might be wrong about your timing. Both Nokia and Microsoft are now MBA case studies on how to sleep through a [...]

1 comment Read the full article →

The Human Chemistry Of Customer Service

March 25, 2011
Thumbnail image for The Human Chemistry Of Customer Service

I’ve just come back from Rioja. A place obviously associated with wine. It was only on my return though that I discovered how much I’d developed a taste for its intoxicating chemistry of taste and aroma. It took quite a few days and a mini bout of cold turkey to recover! The excuse for all [...]

6 comments Read the full article →

For The Sake Of A Clean Car

December 3, 2010
Thumbnail image for For The Sake Of A Clean Car

Since I don’t currently belong to the 1% of über wealthy, money right now is tight and so expenses like car servicing are unwelcome. I have a newish car and still hold to the original plan conceived in more affluent times: I’ll swap it out every three years rather than drive it into the ground as [...]

4 comments Read the full article →

Six Insights For Your Voice Of The Customer Programme

August 8, 2010
Voice Of The Customer

I recently upgraded my LinkedIn account from free to the first rung of paying for the privilege. Apart from a new snazzy gold logo, I got access to better search. So I’ve been trying it out. As of August 2010 there are 103,679 senior executives in UK businesses over 200 employees with ‘customer service’ in [...]

0 comments Read the full article →

← Previous Entries