News

At ServiceTick we are all huge sports fans. So, in desperate pursuit of a topical hook on which to hang a relevant message, we wondered what, as CX professionals, we can learn from the Olympic carnival.

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Most of our clients use customer feedback as a key element of their training programmes for contact centre staff. Typically feedback is aggregated by a team leader on a weekly or fortnightly basis and a summary of results shared with individual team members. Development needs are identified, targets...

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For the last three years the Ombudsman Services have measured the UK public's appetite for complaining about poor service. In 2016 more than 8 out of 10 of us said we were unlikely to put up with poor service without taking action; and more than 4 in 10 had an active complaint against a product or s...

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“The customer is not dependent upon us; we are dependent upon him. The customer is not an interruption of our work—he is the purpose of it. The customer is not a rank outsider to our business; he is a part of it. The customer is not a statistic—he is a flesh-and-blood human being equipped with biase...

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Until quite recently corporate lore held that, of the three primary stakeholders in any business, the shareholder should take precedence over customers and employees. How blinkered that view now seems; and in my last blog I referenced Jack Welch’s view that ‘shareholder value is the dumbest idea in...

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