Insight from Insight Now

Handling customer complaints: five ways to effectively improve your CX

Posted by Lee Mostari on May 24, 2017 9:01:00 AM

The most effective organisations believe the old adage: every complaint is a gift. Here are five tips for handling customer complaints well…

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Topics: CX, Customer loyalty, Complaint handling, Operational efficiency

Voice of the Customer (VoC) programme: five top tips for success

Posted by Lee Mostari on May 17, 2017 9:00:00 AM

A successful Voice of Customer (VoC) programme team knows what good looks like – do you? For our top five VoC must-haves, read on…

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Topics: Voice of the Customer, VoC

How to see the cost savings that are staring you in the face

Posted by Lee Mostari on May 10, 2017 11:13:08 AM

It’s a new tax year for many of us, and that means cost saving targets to be reached. Here’s how to make it work alongside all your other business goals…   

As the new tax year begins for many of us, new targets and budgets are being set – not to mention a wedge of cost savings to achieve. But where do you start when you’re already driving efficiency as hard as you can?

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Topics: Operational efficiency

Your next customer complaint is coming – here’s how to predict it…

Posted by Simon Roncoroni on May 3, 2017 9:01:00 AM

When the regulator comes knocking they’ll ask to see your customer complaints. Show them how you combine insights and feedback to predict and tackle customer issues…

Today a significant proportion of UK organisations operate in a regulated environment. From financial services and utilities to telecoms and transport, they represent billions of transactions, millions of customers and thousands of employees. What’s the one thing they all have in common? Complaints.

Every complaint is a gift

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Topics: Employee Feedback, Customer Feedback

The Dimension Data 2017 results are in! So how did we do?

Posted by Lee Mostari on Apr 26, 2017 9:15:00 AM

Back in October we made five predictions for the industry’s leading global customer experience (CX) benchmarking report. Let’s take a look at how we did...

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Topics: Customer experience, CX

Are you using CX to differentiate your brand? You should be, says a leading industry report

Posted by Lee Mostari on Apr 20, 2017 2:56:44 PM

According to the Dimension Data 2017 Global Customer Experience Benchmarking report, most organisations now recognise the value of customer experience. So why aren’t they delivering?

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Topics: Customer experience, CX

Over 40% of businesses don’t care how their customers feel…

Posted by Lee Mostari on Apr 13, 2017 9:01:00 AM

Get ahead of the competition with an effective Voice of Customer programme – Lee Mostari shows you how …

Back in November we asked Is Voice of Customer a commodity in 2016?

A recent Call Centre Helper report confirms our suspicions that, no, it’s not yet a commodity. Following a webinar poll of 97 respondents, they found that 40% of call centres do not have a Voice of Customer programme. This may even be closer to 55% as a further 15% responded: “don’t know”.

So while most call centres do now survey customers, truly effective Voice of Customer programmes are not yet commonplace. 

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Topics: Voice of the Customer, VoC

Our top 5 take-outs from the Ombudsman’s customer complaints report

Posted by Simon Roncoroni on Apr 4, 2017 3:22:02 PM

With £37bn a year lost to UK business due to poor customer service, don’t be part of the problem. Here’s how…

Did you read the Ombudsman’s report on complaints to British business? Published last month, the report is right up our street. It’s bursting with stats to get you all fired up and focused on great customer experience. If you haven’t read it yet, here are our top 5 take-outs:

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Topics: Complaint handling

Customer experience hacks: 5 more you can start working on now

Posted by Lee Mostari on Mar 30, 2017 9:01:00 AM

It’s time to get back to basics again with five more CX hacks, from measuring the right things, to letting team leaders get on with what you hired them to do…

1. Let your team leaders do their thing

Your team leaders have a remit to manage your agents. Give them the right support and furnish them with spot-on stats and watch them fly.  People want to do a good job, and be recognised for it. Pretty basic human psychology, but always worth a reminder.

How to get the best from your teams 

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Topics: Customer experience, CX

Customer experience hacks: 5 you can start working on today

Posted by Lee Mostari on Mar 23, 2017 9:01:00 AM

If you’re short on time – and who isn’t? – here’s a handy summary of our first 5 CX hacks. From rewarding loyal customers to saying sorry for your mistakes, let’s get back to basics…

1. Make someone’s day – ask their opinion

The best insights are often right under your nose, so go ahead and ask your teams for feedback. Your advisors are on the frontline and will have lots of ideas on how to improve process and customer satisfaction. Plus – added bonus – being asked their opinion has been shown to boost staff morale. Just remember to listen with an open mind and take the relevant action, or they’ll keep their mouths shut next time.

How asking your advisors can yield returns

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Topics: Customer experience, CX