The UK banking industry is nothing short of cut-throat with financial giant Barclays losing more than 10,000 customers during the second quarter of 2017. According to the Current Account Switch Service (CASS,) the main culprit responsible for the devastating loss of customers: continuous unsatisfactory customer experiences. TSB, one of the banks that gained a significant number [...]

A huge 81% of people say they have left a company after experiencing poor customer service..

After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI®) 2018 Travel Report. Guest satisfaction with hotels remains steady at an ACSI score of [...]

When your company’s reputation depends on positive feedback your number one goal is to make sure every customer has the best possible experience..

You may be striving to keep up with the competition, but are you keeping up with the increasing expectations of your customers? Shep Hyken explains..

Cindy Solomon reveals how leaders can play a key role in supporting their staff and customers in a crisis..

Malene Wessel examines some key features of live chat solutions that can result in better service and reduced costs..

Jackson National Life Insurance Company has earned four awards from the Service Quality Measurement Group, Inc. for excellence in contact center service in 2017..

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51 [st] place overall out of 318 companies across 20 industries. Southwest has earned [...]

Priya Iyer, Chairman & CEO at Vee24 looks at the the growing trend of AI in the contact centre and how it will affect the customer experience..

The single most effective way to truly engage with staff and customers is to literally do their job with them..

Shep Hyken looks at some of the most common words and phrases that are guaranteed to get customers rattled..

Miller Homes is delighted to have achieved five stars for customer satisfaction in the Home Builders Federation (HBF) National New Home Customer Satisfaction Survey. This is the sixth time in seven years that the leading homebuilder has achieved five stars in the independent survey, which was launched by the HBF to provide a guide for [...]

Customer service provider Arvato has announced survey findings from a group of 500 consumers and business leaders in the customer service space..

Retailers are facing a customer experience transformation and location data is playing a key role. Learn more in this article by Jon Croy, CMO at Point Inside..

Conducting a customer survey isn’t difficult and by using a little creativity together with a great survey maker tool you’ll soon be unearthing some valuable customer insights..

Regardless of the ongoing changes being made to the energy and utilities market in recent years, a key conundrum faced by the industry is that they are still one of the worst sectors when it comes to delivering exceptional customer experiences. Other industries have set the bar high in regards to customers’ expectations when it [...]

For the first time in 14 years, the UK has topped the international Smile rankings scoring 94%..