‘Switch-happy’ customers are a myth - service experience is still key

27 per cent of customers have switched supermarkets in the last six months because of cost.  The same percentage have ditched a clothing brand because they have found the equivalent goods from an alternative supplier.

How the London Olympics could help Britain solve its customer service identity crisis

Although the figures prove that Britain is a service economy, we seem embarrassed to accept the fact.  Natalie Calvert believes that the 2012 Olympics could give us a much needed confidence boost on our way to becoming a proud, world-leading service power.

Why online retailers may save our high streets

Fuelled in part by e-commerce grabbing an ever growing cut of consumer spending, high street retailers are going out of business at an alarming rate.  James West thinks the battle for customers could eventually see web-only traders addressing their only weaknesses by making use of our vacant retail space, and in doing so transforming our town centres for good.

Customer-focused businesses buck the recession trend

For retailers, a poor Christmas was a continuation of trading misery that shows little sign of abating, yet figures from IMRG and Capgemini show that sales are rocketing - for the companies who have positioned themselves correctly.

Win gold with outstanding customer service this summer

The opportunity for service providers and retails to shine brightly or fail dramatically during the summer Olympic games is to be given a further boost with the creation of Europe’s largest free wifi zone in central London, thus allowing and encouraging those attending the games to use mobile devices to make their voices heard. 

Time to throw out the fluffy customer service bunny

Stereotypes and misconceptions are masking the true purpose of customer service, and James West says it’s time we ditched the comfort blanket and instead focused on what contact centres are really for.  

Why contact centres are better placed than marketing and IT to lead the communication revolution

Businesses struggling to deliver natural, two-way communication with customers via social media already have the staff they need to cope, but the onus is typically on marketing or even IT teams to facilitate this vital channel.