a Sift Media publication

Customer experience

The customer experience is absolutely central to customer relationship management so this page is dedicated to this critical topic.

Here you can find everything to do with customer experience management throughout the customer journey, including customer loyalty, customer retention, customer satisfaction, contact centres, customer service and frontline delivery.

Utility sector labelled "customer service disaster area"

2010-03-17 13:37

As many as five out of six customers are unhappy with the support they receive, according to report.

Gartner: CRM is in trouble – and it could be worse than we think

2010-03-17 12:27 - 4 comments

That’s the message from the analyst's CRM Summit. But despite the doom and gloom it’s still a "great time" to be in CRM. Confused?

Customer service disparities leading to ‘two-tier’ economy

2010-03-16 05:47

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A 'two-tier' SME economy is emerging in the UK as a result of disparities in the quality of customer service being delivered, a new study has revealed.

Plane crazy: Budget airlines blasted for soaring complaints

2010-03-15 13:31

With a huge across-the-board rise in complaints, is customer service going out of the window at some airlines?

Toyota customers remain loyal despite recall fiasco

2010-03-15 09:37

A new survey suggests that despite its present turmoil, years of building loyal customers may have paid off for Toyota.

12 ways to ensure your internal customers look after your external customers

2010-03-15 08:58 - 1 comment

Stephanie Edwards outlines how to ensure staff deliver a great customer experience.

The biggest enemy of customer strategies

2010-03-15 06:48 - 1 comment

The biggest enemy of customer strategies is not the lack of funds or resources, and it’s not lack of ability or expertise. Lior Arussy believes it is something else.