How positive is YOUR Voice of Customer

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I was thrilled to be asked to contribute to a very important piece of writing recently, compiled by freelance journalist Jennifer Lane on behalf of CX insight gurus, Feefo. We all know that Voice of Customer (VoC) feedback is a critical success factor in determining our CX standing in the marketplace, although Customer Satisfaction (CSAT) […]

Financial Services customers are now more vulnerable than ever before

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The number of financial services customers that could be classed as ‘vulnerable’ increased 15% over the initial months of the Covid-19 pandemic in the UK and now stands at 27.7 million, a recent survey by the Financial Conduct Authority (FCA) has found. The FCA undertook two surveys in 2020, and found the number of customers […]

KIND people live LONGER!

World Kindness Day was celebrated last Friday 13th November, as it is each year and although it is NOT currently a day affiliated with any religion or political movement, over 28 nations participate in this unofficial holiday and here at Team FIT, we believe it should be an EVERYDAY occurrence! KINDNESS is a human condition […]

Navigate your way through Lockdown 2.0

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So here we are again – lockdown round 2 ☹ Just when we were starting to adjust to a new normal World of Work (WOW!) having picked ourselves up and dusted ourselves down, we’re now having to dig deep for yet more RESOLVE; yet more RESILIENCE; yet more RESISTANCE – to giving in and joining […]

Are you appropriately dressed?

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I loved English at school – and I did very well in my O Levels (as they were called back then) in both English Language and English Literature. Perhaps that’s why, when I studied for my NLP Practitioner and then my NLP Masters, my favourite module of both programmes was LANGUAGE. They say WORDS paint […]

Millennials are from Mars & Baby Boomers are from Venus

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So, this week I came across a fascinating article by Steve Morrell of Contact Babel about the ‘perennial millennial customer service dilemma’ as he put it. In his White Paper, Steve articulately explains the challenges our frontline teams and leaders are faced with today, when a Generation Y’er contacts a call centre demanding service….and boy, […]

Do you mind holding Sir?

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Back in 2017 we took a look at the need for speed as a key driver in achieving brand loyalty through great customer experiences. At the time Forrester research (www.forrester.com) indicated that the need for speed is a key driver in the ever-changing face of the customer service race for brand-loyalty. According to Forrester 73% […]

The ONE thing Donald Trump HAS got right!

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Well maybe not Trump himself, but his people have got something right for sure…. …and that’s the oodles of stories sprawled across the internet, of companies from across the pond delivering remarkable customer service in a truly unforgettable (or should I say ‘truly memorable’) way – and it seems, those service givers (and receivers) love […]

Why customer service emails are like a fine wine

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Let’s face it, we all know that, no matter how technologically advanced we become in this crazy AI world we live in, customers will ALWAYS want to interact with a real human being at some point, especially if their enquiry or query escalates into a ‘situation.’ And you & I also know that human interaction […]

Strictly speaking, are you an Ann Widdecombe or a Kelvin Fletcher?

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Running a successful customer service operation that’s frontlined by a top-notch team, whose prime focus is on ensuring a world-class 10/10 experience for its customers, is a lot like learning how to dance… Before you can Cha-Cha-Cha and Foxtrot your way around the dancefloor, you need to learn the steps. While there are exceptions to […]