Roxanne Abercrombie

The customer service stats defining 2018

We’re in the ‘experience era’ of marketing. The traditional four Ps (Price, Product, Place, and Promotion) just don’t cut it anymore when it comes to attracting and keeping customers. Customers are empowered by contemporary technology, and they can compare offers, products, delivery options and costs...

Sliding doors: your customer’s journey

Despite the elegant technology companies have at their fingertips, the customer journeys they offer are often far from slick. The common complaints of today are the common complaints of a decade ago: waiting on hold, being transferred around, a lack of knowledge, a lack...

What do older generations want from customer service?

It may surprise you that one in five Twitter users are aged over 50, over 59 per cent of seniors have made an online purchase in the past three months, and a colossal 28 million seniors have a Facebook account. Clearly, digital tools are...

Chatbots: the good, the bad, and the ugly [ infographic ]

Chatbots are over fifty years old. Over many years and many formats, AI chat technology has evolved into the customer service bots we recognise today. For all their recent advancements, however, chatbots still leave much room for refinement. The history of chatbots hasn’t been plain...

[Infographic ] The customer service graveyard

An inscribed clay tablet, kept in the British Museum, is widely believed to be the world’s first recorded customer service complaint. Inscribed are the frustrations of a disgruntled customer, demanding a refund for the delivery of the wrong grade of copper. While there is...

5 customer service figures defining 2017

Ten years ago, customer service was usually relegated to an outsourced contact centre. Today’s proliferation of “Customer Heroes”, “Customer Success Managers”, “Customer Experience Consultants” and the like, however, reflects the growing demand for service experts. Permeating businesses from the base to the boardroom, customer...

5 ways you’re absolutely infuriating your customers

Everyone thinks theirs is great, but the majority disappoint. (Customer service, that is.) The truth is, in the age of the empowered consumer, customer service is struggling. Some 80% of companies assert that they deliver "superior" customer service… only 8% of their patrons agree....

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