Rhys Fisher
Member Since: 27th Sep 2021
Staff Writer MyCustomer
6th May 2022
Study highlights that proactive customer service can cause more harm than good
Despite the ability for proactive outreach programmes to help build customer confidence in a brand and reduce customer effort, the results...
Technology
20th Apr 2022
“Shut up, look, and listen” – the need for patience in the transient world of CX
Be it the tortoise besting the hare, the time taken to build Rome, or little strokes felling great oaks – history is full of idioms and...
Contact centres
14th Mar 2022
Why it's time to develop a 'customer break-up' strategy
Three-quarters of companies will kick poor-fit customers to the curb by 2025, as the cost of retaining them eclipses good-fit customer...
Strategy
10th Mar 2022
Why measuring customer effort is not enough
Customer effort is a concept that has gained increasing attention in recent years, with Customer Effort Score (CES) now a commonly used...
Voice of the Customer
25th Feb 2022
Will Zoom's new launch redefine the contact centre solution market?
Zoom has entered the customer service sphere with the announcement of a new omnichannel contact centre solution that it claims will "...
Contact centres
22nd Feb 2022
Tesla, Target and more: Brand lessons from businesses that have prospered during the pandemic
A new report by market research firm Forrester has identified a handful of brands that have flourished during the pandemic – including...
Loyalty
11th Feb 2022
CX programmes are ignoring core customer concerns, finds report
Despite organisations having invested billions of dollars in customer experience management, new research suggests that less than half of...
Voice of the Customer
3rd Feb 2022
Has the pandemic destroyed customer loyalty?
New research has revealed that the pandemic has had a huge influence on customer loyalty, with over a quarter of consumers now showing no...
Voice of the Customer
25th Jan 2022
Why it's the worst possible time for service staff burnout
New research reveals that the link between business performance and customer service is stronger than ever – so it's a particularly...
Contact centres
15th Dec 2021
MyCustomer's 10 most popular blog posts of 2021
Despite not being as prevalent an issue as the previous year, the effects of covid-19 are still being felt both directly and indirectly...
Engagement