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Customer Service and Customer Experience Digest Aug 15 – The Taylor Reach Group

Customer Service

Npower’s customer experience problems impact business

From
business-reporter.co.uk
– August 14, 3:57 PM

Energy firm Npower’s billing difficulties have led to a decline in profits, with the financial impact set to last until the end of 2016.

The firm reported its half-year profits had fallen

	Colin Taylor TRG‘s insight:
	Can a poor #customerexperience impact a company’s revenues and profit? You bet – #custserv #CEM #cctr

Business technology-focused companies win in the age of the customer | ZDNet

From
www.zdnet.com
– August 13, 7:51 AM

Forrester Research data shows the difference between BT Leaders — companies that embrace a BT agenda — compared to BT Laggards.

	Colin Taylor TRG‘s insight:
	Technology investment enables #CustomerExperience – #custserv #callcenter

Improving Customer Experience: A Must for Mobile Marketers in 2015

From
www.techweekeurope.co.uk
– August 13, 7:39 AM

Paul Swaddle, CEO, Pocket App, discusses how marketers can create a successful customer experience

	Colin Taylor TRG‘s insight:
	Consumers now elevated to a position where they are empowered to either evangelize or antagonize a brand via the proliferation of Social Media avenues #cem #custserv #cctr

The Modern Customer Experience Framework

From
www.forbes.com
– August 14, 3:25 PM

Customer experience truth-teller Augie Ray says customer experience is an attitude, not a process. Customer experience is,

	Colin Taylor TRG‘s insight:
	#customerexperience done right-The right people doing the right things to create the right results – #custserv #cem #cctr

Quit Obsessing About The Customer Journey

From
www.business2community.com
– August 13, 7:47 AM

These days it seems to me that you can’t read a marketing blog, attend a marketing conference, listen to a marketing podcast, without hearing someone drone on about the customer journey. Suddenly,…

	Colin Taylor TRG‘s insight:
	Do you know where your customers are at on their #CustomerJourney ? #custserv #cem #callcenter

Cablevision Turns Up Customer Experience, Grows Brand Loyalty | Loyalty360.org

From
loyalty360.org
– August 12, 11:55 AM

Cablevision CEO James Dolan is excited about the big rise in new customer relationships

	Colin Taylor TRG‘s insight:
	Delivering the right products and #custexp for your customers can lead to growth- #custserv #callcenter

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