Customers want to cross the channel(s)
New research shows the majority of UK consumers demand better cross channel integration from customer service companies

New Metro bank commits to customer service
The inside of the first new bank in London for almost a century and a half looks more like a hotel reception than a banking hall. The first branch of Metro Bank has opened in London’s Holborn this week with a commitment to customer service 

Delighting customers and engaging employees pay dividends
Satmetrix, held its fourth European Net Promoter Conference in London this month. Over 250 senior executives attended from all corners of the globe. Brands such as Belron (Autoglass), Dell, Experian, O2, Sony and Verizon were in attendance and presented successful case studies to the captive audience.

Emergency budget and what it means

The Chancellor’s emergency budget has sent shock waves through the country, especially those in the public sector and there is more to come this autumn. Most agree that any consumer led recovery will be fragile – but what impact will it have on the workforce?

Poor customer experiences trigger switching epidemic

New study shows that almost one in four UK adults have ‘switched’ in the past six months and that billions of pounds are being ‘wasted’ attracting new customers rather than keeping existing ones happy 

The link between profits and customer experience exposed!

New mid-summer book launch offers Customer Engagement Club members a guide for corporate profitability through customer experience delivery