Howard Williams, marketing director of Parker Software, looks at the value of personalising digital engagement with customers..

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study..

Poor customer experience is costing UK brands at least £234 billion a year, as customers abandon online purchases in frustration and take their business elsewhere, according to new research from cloud-based contact centre solution provider Magnetic North..

The benefits of strong customer relationships are many. Repeat sales, sustainability and growth as well as lower customer acquisition costs are among the reasons why it is important to forge strong bonds with your customers..

Your customers are not loyal. The truth is that 75% of your customers would gladly do business with the competition—because companies have not created the emotional connection that creates customer loyalty and advocacy..

It’s a well known fact that happy employees mean happy customers. Adzuna’s Stephen Pritchard looks at some ways you can treat your employees better and as a result, improve your customer service..

When you resolve situations quickly and effectively, customers will pay you back with continued or increased loyalty. John Tschohl looks at four leading companies who have built their success on delivering fast customer service..

According to a new report, the practice of Revenue Lifecycle Management—a prescriptive, systemic approach to maximizing revenue throughout the lifetime of the customer relationship—correlates directly with positive measures of corporate performance such as greater overall revenue growth, revenue expansion from existing customers and higher customer renewal rates..

Retailers that are failing to prioritize the importance of the customer journey in their quest to build consumer loyalty risk giving their competitors an advantage..

Virgin Care’s Customer Services Team, which oversees complaints and queries on behalf of more than 200 NHS services across England, has been shortlisted for a Patient Experience Network award for having centralised the company’s customer services function into one system..

PPL Electric Utilities’ proactive outage alerts, introduced last year to better inform customers and improve service, have been honored in a major industry awards competition..

A recent study said that four in 10 senior executives in large companies don’t know the lifetime value of their customers. Surprised? Here are six steps to understanding and applying a customer’s lifetime value..

Research suggests that service providers are not doing enough to listen to and understand the needs of their customers..

We’ve all had those customers that come looking for an argument when an issue arises. The number one way to win them over? Use empathy..

Businesses are failing to adequately address the concerns their customers are posting on social media, citing poor response times and a lack of understanding or appreciation of the problem as being the main issues. Here are my top tips to getting it right..

More and more organizations are recognizing just how important a deliberate and intentional customer-focused culture is, but few companies do it well. Here are 12 simple steps to ensure your organization is maximizing this important competitive advantage..

Forward thinking companies are using social media to further engage their customers. Here are five tips to help you use social media to take your customer service to the next level..

By spotting customer complaints and dealing with them in a swift and professional manner, these once angry customers can be turned into loyal users who help, rather than hinder, your reputation. Learn more in this article..