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.

Unhappy bank customers made to wait on the phone

2010-08-31 01:49 - 1 comment

Two out of five consumers are unhappy with customer service provided by banks, with an average phone call taking 74 seconds to answer.

How to market sustainability to meet consumer demands

2010-08-30 01:25

Sandra Horlings explains how brands are bridging the gap between branding, sustainability and consumer demands.

Social media not important to customer service goals - report

2010-08-26 01:34

Less than 1% of businesses questioned for a new study consider social medial key to achieving customer service goals.

How to build a better customer service culture in your business

2010-08-25 02:27 - 2 comments

A strong service culture leads to sustained improvements to customer experience - but where do you start?

How to increase customer value the Warren Buffett way

2010-08-23 01:02

How do you increase the value of your customer proposition? Do what Matt Drought did and take a leaf out of Warren Buffett's book.

Marketers struggling with changing customer expectations - study

2010-08-20 02:32 - 4 comments

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A third of marketing departments are performing badly due to inefficiency, inadequate funding and a failure to cooperate with other business units.

NatWest customer charter branded a "joke"

2010-08-19 02:33

Disgruntled consumers have accused NatWest of using its customer charter as a smokescreen to hide bad news.

Can SMS banking improve plunging satisfaction levels?

2010-08-19 02:19 - 1 comment

In a bid to improve plummeting customer satisfaction levels, an increasing number of banks plan to provide comprehensive text message services.

Complaint management 2.0: Seven lessons from the frontline

2010-08-13 09:00

To mark National Complaints Day, a panel of experts shared their experiences about the impact of social media on complaint management.

Will your customer experience be competitive by 2015?

2010-08-12 02:42

What can firms do to deliver a differentiated customer experience in a world where customer expectations are changing as fast as touchpoints are multiplying?

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