Contact Strategy

How do you discribe the future?

14 April 2011
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Today we are launching our most important survey of the year and you could win one of 71 prizes including the latest I-Pad 2 by taking part.  The role of Shopping with your Mobile is changing more and more each day. Retailers and consumer facing businesses are investing heavily in services that are designed to [...]

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Customer Experience Planning Course

14 March 2011
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Many organisations struggle with defining best practice in Customer Experience Planning. This is an easy to access training course for customer experience professionals

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Customer Insight – Customer Effort Score Conference

14 March 2011
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Customer Insight  is changing fast. Customer Effort Score has joined a ranks of serious Customer Insight Tools used by large organisations to understand their customer relationships and their Customer Service. These include Net Promoter Score, CSAT TQM & many others. Each of these systems and the organisations who service them are competing for significant sums of money. Investment [...]

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The Contact Strategy Revolution

28 September 2010
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Contact Strategy is changing. It is a vital part of customer service and impacts sales and marketing functions. We are in the early stages of a revolution in the cost and value of contact. We are facing a major change in the fundamentals of contact strategy that organisations need to come to grips with as [...]

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A Guide to Contact Strategy -10 Questions

19 September 2010
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What is  the state of  your Contact Strategy? This article is about the 10 questions we should always be asking ourselves to ensure that compass we use to guide our organisations is set to the operational equivalent of north. This exercise in evaluting Contact Strategy wsas developed by the Customer Experience Foundation. Here are my [...]

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Understanding the Voice Of The Customer

21 August 2010

Voice of the Customer is one of those “new terms” in Contact Strategy and Customer Experience that people have been using to describe different approaches to understanding what most people used to call Customer Satisfaction and Market Research.  Voice of the customer programmes are about listening to what the customers say. It is too early [...]

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